Bilingual Customer Service Representative

Location:

Remote, must reside in Canada

Job Type: 6-Month Contract Role

Pay Rate: $20.51/hour CAD

A leading organization in the travel and assistance industry is seeking Bilingual Customer Service Representatives to support customers across Canada. This is an opportunity to be part of a team that helps travelers, financial institutions, and retail customers navigate important questions and assistance needs while delivering a positive customer experience.

Responsibilities

• Handle approximately 40-50 inbound customer calls per day.
• Respond to customer inquiries via phone and email in both French and English.
• Open and manage non-medical assistance cases for travelers and customers.
• Provide pre-trip assistance, travel advisory information, vaccine guidance, and benefit information.
• Assist customers with claims-related questions and documentation.
• Guide customers through online portals and claim submission processes.
• Troubleshoot issues, identify solutions, and provide timely resolutions.
• Maintain accurate case notes and customer documentation.
• Deliver a customer-first experience focused on satisfaction and first-call resolution.

Required Qualifications

• Fluent in both French and English (written and verbal)
• 6+ months of customer service or call center experience
• Strong communication and active listening skills
• Ability to solve problems independently and think critically
• Comfortable working in a fast-paced, high-volume environment
• Strong multitasking, documentation, and organizational skills
• Ability to commit to the full training period prior to working remotely

Preferred Experience

• Travel, insurance, assistance, benefits, or claims support experience
• Customer advocacy or concierge-style customer service
• Experience supporting customers through both phone and email channels
• Familiarity with case management systems
• Experience supporting Canadian customers or financial institutions

Who We're Looking For

Customer-focused professionals who genuinely enjoy helping people

Strong communicators with empathy and professionalism

Problem-solvers who can think outside the box

Individuals who anticipate customer needs and provide proactive solutions

Team players committed to quality, training, and delivering exceptional service every day

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