Bilingual Customer Service Specialist

Salary Range: $ To $ Annually

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges.

As a Bilingual Customer Service Specialist
, you will be responsible for providing an exceptional experience to our potential customers, existing clients, and merchant partners. You will be working closely with customers and merchants to accurately assess and respond appropriately to their needs. The right person will have good judgment, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

• Provide exceptional customer service while responding to all inbound customer calls and providing courteous, professional assistance.
• Process requests for replacement or reissued plastic cards.
• Confirm account balances and provide information regarding outstanding amounts owed.
• Assist customers with account registration and enrollment processes.
• Explain account statements and help customers understand transaction details and account activity
• Guide payment methods, payment processing, and due dates.
• Educate customers on how to read and interpret account statements.
• Troubleshoot customer login issues.
• Verify and confirm recent account transactions upon customer request
• Transfer customers to appropriate departments, such as the Credit Department for pending applications or the Fraud Department for suspicious transactions.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards
• Report customer feedback by adhering to the established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.

• You have the opportunity to be a part of an award-winning, fast-growing company
• Our innovative culture promotes ongoing learning opportunities with training and mentorship
• A new and vibrant office environment
• Competitive compensation package commensurate with experience, plus benefits.

• Minimum 1–2 years of customer service experience, preferably in a call center, contact center, or customer support environment
• Fluent in both English and French (spoken and written), with the ability to communicate professionally and effectively with customers across multiple channels
• Exceptional communication and active listening skills, with a strong ability to build rapport, establish trust, and foster positive customer relationships.
• Demonstrated commitment to delivering an outstanding customer experience, with a focus on achieving and maintaining high Customer Satisfaction (CSAT) scores
• Proven ability to handle customer inquiries, resolve concerns efficiently, and de-escalate challenging situations while maintaining professionalism and empathy
• Personal qualities shall include adaptability, flexibility, even-tempered, focused, and reliability.
• Strong interpersonal and relationship-building skills, with the ability to understand customer needs and provide…