A leading organization in the travel and assistance industry is seeking Bilingual Customer Service Representatives to support customers across Canada. This is an chance to be part of a team that helps travelers, financial institutions, and retail customers navigate important questions and assistance needs while delivering a positive customer experience.
Responsibilities
- Handle approximately 40-50 inbound customer calls per day.
- Respond to customer inquiries via phone and email in both French and English.
- Open and manage non-medical assistance cases for travelers and customers.
- Provide pre-trip assistance, travel advisory information, vaccine guidance, and benefit information.
- Assist customers with claims-related questions and documentation.
- Guide customers through online portals and claim submission processes.
- Troubleshoot issues, identify solutions, and provide timely resolutions.
- Maintain accurate case notes and customer documentation.
- Deliver a customer-first experience focused on satisfaction and first-call resolution.
Required Qualifications
- Fluent in both French and English (written and verbal)
- 6+ months of customer service or call center experience
- Strong communication and active listening skills
- Ability to solve problems independently and think critically
- Comfortable working in a fast-paced, high-volume environment
- Strong multitasking, documentation, and organizational skills
- Ability to commit to the full training period prior to working remotely
Preferred Experience
- Travel, insurance, assistance, benefits, or claims support experience
- Customer advocacy or concierge-style customer service
- Experience supporting customers through both phone and email channels
- Familiarity with case management systems
- Experience supporting Canadian customers or financial institutions
Who We're Looking For
Customer-focused professionals who genuinely enjoy helping people
Strong communicators with empathy and professionalism
Problem-solvers who can think outside the box
Individuals who anticipate customer needs and provide proactive solutions
Team players committed to quality, training, and delivering exceptional service every day