Bilingual Customer Support Representative
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Job Description
Bilingual Customer Support Representative managing high volume customer inquiries via phone, email, and chat. Focus on providing tailored customer experience for French-speaking clients in Canada.
Responsibilities:
- Manage a high volume of inbound customer interactions across phone, email, and live chat
- Support clients and their members in French and English
- Deliver a high-quality customer experience tailored to French-speaking customers across Canada
- Research member accounts and ensure all requests align with company and client policies
- Accurately document all interactions in internal systems
- Meet or exceed Key Performance Indicators (KPIs) including adherence, handle time, and quality
- Manage multiple tasks in a fast-paced, high-volume environment
- Communicate clearly and professionally in both written and verbal interactions
- Collaborate with internal teams to resolve complex or escalated issues
Requirements:
- Bilingual in French (Quebecois) and English, both written and verbal, with the ability to confidently support customers in Quebec and other French-speaking regions of Canada
- Strong communication skills and the ability to engage professionally with customers
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Strong attention to detail and problem-solving skills
- Ability to handle difficult conversations and de-escalate customer concerns
- Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn new systems quickly
- Ability to work scheduled shifts, including evenings and potential weekend or holiday coverage based on business needs
- Ability to complete a structured training program and maintain consistent attendance
- Reliable internet connection and a dedicated workspace suitable for remote work
- 1–2 years of customer service experience
Benefits:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
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