Bilingual Escalation Specialist

Take your career to the next level as a Bilingual Escalation Specialist at OSL Retail Services in Mississauga, Ontario. Ensure customer satisfaction by effectively managing escalated issues in both English and French.

This role requires full bilingual fluency in English and French, reporting directly to the Senior Manager. Key responsibilities include investigating customer complaints, managing legal claims, and handling various escalated communications. You will also support improvements in customer experience through weekly calls and serious case studies.

Key Responsibilities:

• Negotiate Quebec Formal Notices received electronically

• Work closely with legal counsel on claims

• Address consumer and BBB claims efficiently

• Ensure timely responses to PL claims

• Host calibration calls to enhance the customer experience

Requirements:

• Fluency in English and French (verbal and written)

• Minimum 2 years in customer service/call center roles

• Strong problem-solving and communication skills

• Proficiency in Microsoft Excel and Word

• Ability to manage multiple tasks in a dynamic environment

Elevate customer satisfaction and enhance OSL’s service reputation through your bilingual skills and negotiation expertise.
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