Remote Bilingual Customer Support Specialist- French/ English


Job Description


Job Title: Remote Customer Support Specialist- Tier 1


Must speak and write French Fluently
Must speak and write English Fluently


Hours of Operation: Monday- Friday 7:30am- 8pm ET and Saturday - Sunday from 8:00am-4pm ET


Location: Works remotely within Canada


Job Summary:


Do you want to join a dynamic Customer Service team that promotes service excellence, strong teamwork, and a unique and fun work environment? We’re looking for enthusiastic and energetic individuals who thrive in a fast-paced call center environment.


Responsibilities:

• Professionally represent the client by answering inbound calls from the public in a timely manner
• Provide support in a professional and courteous manner
• Actively listen to callers and assist them appropriately
• Escalate issues according to required escalation processes
• Operate with the highest standards of professionalism, confidentiality, privacy, ethics, and discretion
• Resolve conflict with professionalism and empathy
• Self-directed and motivated
• Self-aware and open to performance feedback
• Contribute to a safe, supportive, clean, and inclusive environment
• Provide feedback to team leader to help improve customer service if required
• Follow mandatory Standard Operating Procedures (SOP’s), corporate policies and all legislative and regulatory requirements
• Maintain and achieve daily goals set out by Customer Service Team Leader
• Flexible work schedule and okay working with PT or FT hours.

Education and Experience:

• High School diploma
• Minimum 1 year of previous customer service experience/call centre required
• French
• English would be an asset but not required
• Teir-1 support experience would be an asset

Technical Requirements


Working from your remote location you will have:

• A system that has at least 4GB of ram, a dual CPU, at least 10GB of hard drive space available.
• An operating system that has Windows 10 or 11
• Internet speed must be minimum 20 MB download and 10 MB upload. High Speed Internet or Fiber Op. We cannot accept satellite internet or wireless DSL connection (hotspot connection)
• USB Headset or landline/ cell phone (voice message and call waiting free)
• Computer must have a working virus protection software, if not, one must be installed. It must be up to date and be running regular scans

Non-Technical Requirements:

• Superior Customer Service skills
• Ability to follow established processes
• Ability to work under pressure in a fast-paced environment
• Strong organizational and planning skills
• Must be a self-starter
• Strong reading and interpretation skills
• Must be analytical - be able to analyze various options and take appropriate action
• Strong attention to detail
• Must be honest and energetic
• Must be able to work within a team as well as independently
• Must have a quiet place to work with no distractions
• Complete background check as part of the onboarding process.