Job Description

Our client is looking for a Bilingual Customer Service Representative to join their dynamic team Downtown Toronto.

Job Purpose/ Scope of Role:
The overall scope of the role is to respond tactfully and professionally to incoming inquiries More specifically, the roles and responsibilities entail:

  • Responding to inbound calls and emails from customers, addressing questions.
  • Making outbound calls
  • Collecting and maintaining data to ensure the accuracy of contracts
  • Accurately communicating the terms and conditions of customer inquiries

Skills and Experience Required

  • Fluency in verbal and written French/English
  • Completion of post-secondary education
  • Previous experience in a call centre or customer service role, performing inbound and outbound call activity
  • Demonstrated experience with MS Word, Excel and Outlook
  • Advanced keyboarding skills (40 wpm or better)

Duties and Responsibilities or Job Functions

  • Ability to interact professionally with clients and coworkers
  • Ability to retain information
  • Ability to seek information through effective researching skills
  • Superior skills in computerized work tools
  • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call.
  • Transfer knowledge to our customers with the goal to resolve the customers concern without escalating further, while educating the customer on self-service options to avoid same/similar call backs in the future.
  • Troubleshoot accounts, action all requests to the back office through internal systems to achieve resolution for the customers.
  • Customer Service Representatives are required to meet all company, department and individual metrics.
  • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions.
  • Service our customers through multi-channeled contact (inbound calls, or outbound customer call backs)
  • Accurately type information into the system as required
  • Perform other tasks as assigned


Contact Details

Gregory - [email protected]