About the role

Représentant bilingue répondant aux demandes de clients concernant produits, services, facturation et réclamations. Résolution des plaintes et suivi des dossiers en télétravail partout au Canada.

Responsibilities

Respond to customer inquiries regarding products, services, billing, and disability claims
Manage inbound and outbound customer interactions
Resolve complaints by offering refunds, exchanges, or billing adjustments
Communicate with customers to provide updates regarding their requests, claims, investigation results, and planned adjustments
Escalate unresolved cases to the appropriate teams for investigation or further processing
Maintain accurate and detailed records of all interactions, transactions, requests, complaints, feedback, and actions taken
Complete required follow-ups to ensure customer satisfaction
Accurately document customer information and communications
Collaborate with various internal departments to facilitate case resolution

High school diploma or equivalent
2–4 years of customer service experience
Experience in a customer service environment, such as a call centre, retail setting, or service organization
Data entry experience with a high level of documentation accuracy
Proficiency in Microsoft Outlook, Excel, or similar computer applications
Ability to accurately document and record customer information
Fluency in French and English required to support customer interactions
Excellent verbal and written communication skills
Strong customer service and interpersonal skills
Strong attention to detail
Ability to work independently and manage time effectively

11-month contract with the possibility of permanent employment
Initial training schedule from 8:00 a.m. to 4:00 p.m. during the first few months
Rotating schedule based on operational needs
Potential schedules after the training period: 9:00 a.m. to 5:00 p.m., 10:00 a.m. to 6:00 p.m., or 12:00 p.m. to 8:00 p.m.
Full-time position: 37.5 hours per week
Remote work anywhere in Canada