Bilingual Customer Service Representative, English/French
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Job Description
Bilingual customer service representative supporting Ford Credit Canada finance and lease customers. Resolving account inquiries, financial concerns, and dealer interactions remotely.
Responsibilities:
- Deliver excellent customer experiences with each customer contact
- Positively support Company products and initiatives using professional judgment
- Review account history to understand customers’ financial situations and determine effective actions to mitigate loss
- Follow Ford Credit policies and guidelines to ensure consistent, high-quality service
- Act as a Ford Credit brand ambassador while resolving sensitive financial situations with empathy, firmness, and professionalism
- Manage a high volume of inbound and outbound calls in a fast-paced environment
- Adapt quickly to changing priorities and account cues
- Participate in team meetings, share insights, and collaborate with colleagues
- Give and receive constructive feedback from peers and supervisors
- Support team and company goals by taking on new tasks and adapting to changes
- Use company email and internet access according to established policies
Requirements:
- High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency
- Excellent written and verbal communication skills in both French and English
- Proficiency in handling difficult conversations and probing for information while maintaining a professional demeanor
- Proficiency in MS Office (Word, Excel, Outlook)
- Ability to learn internal account management software
- Ability to multitask efficiently
- Ability to work effectively in a remote team environment with a high level of accuracy
- Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task
- Ability to answer inbound and place outbound calls with customer and dealer satisfaction as a priority
- Ability to perform multiple tasks simultaneously and pivot to other work requirements as needed
- Ability to resolve customer and dealer concerns in a positive and professional manner
- Candidates must live in and be legally entitled to work in Canada
- Ford Credit Canada Company does not sponsor work permit applications
Benefits:
- Eligibility to participate in the Quarterly Flexible Bonus Rewards program
- Equal Opportunity Employer
- Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed
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