Call Centre Operations - Customer Service Representative - Bilingual

Call Centre Operations
- Customer Service Representative
- Bilingual

Toronto, ON, Canada

Posted Thursday, June 18, 2026 at 4:00 a.m.

WHO WE ARE

Accerta Claim Servicorp Inc. (ACSI) and its subsidiary, Accerta Services Inc. (ASI), both known as Accerta, is a social enterprise that manages dental, vision, drug, and healthcare benefits programs exclusively for government and social services agencies in Canada. Our targeted experience and innovative technology provide reliable service, process continuity, cost savings, and accurate data to help governments make informed strategic decisions, reducing stress on the healthcare system through streamlined administration.

Accerta is a Certified B Corporation, reflecting our commitment to serving customers, caring for employees, and supporting community and environment. Being part of the B Corp movement means we’re committed to continual improvement and making business a force for good.

EMPLOYMENT TYPE: Full-time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Bilingual Customer Service Representative (CSR) plays a central role in delivering high-quality client service within Accerta’s Contact Centre in both English and French. As a first point of contact for clients, Bilingual CSR responds to inquiries across multiple communication channels, including phone, chat, mail, email, and portal messages, while ensuring clear, accurate, and professional communication in both official languages. Working in a fast‑paced, high‑volume environment, the Bilingual CSR supports access to essential social programs, resolves client issues efficiently, documents interactions accurately, and contributes to a consistent and accessible client experience.

• Deliver high‑quality client service in English and French across all touchpoints, including phone, chat, email, mail, and portal‑based communications.
• Respond to inbound inquiries promptly and professionally, identifying client needs and providing accurate information aligned with program rules, processes, and service standards.
• Provide clear verbal and written communication in both official languages, ensuring clients receive consistent, respectful, and accessible service.
• Conduct outbound follow‑ups and proactive outreach in English or French, as required, to support first‑contact resolution and reduce repeat inquiries.
• Action updates or corrections based on information received through Contact Centre interactions, ensuring accuracy, completeness, and consistency.
• Record detailed and accurate case notes in the CRM to support continuity, service visibility, and effective follow‑up.
• Meet or exceed performance targets related to call handling, response times, turnaround times, quality, and other key Contact Centre metrics.
• Navigate complex or emotionally sensitive client situations using sound judgment, problem‑solving, and de‑escalation skills.
• Maintain strict adherence to privacy, confidentiality, and client authentication requirements, including PHIPA and internal protocols.
• Stay current on program updates, policy changes, and system enhancements to ensure accurate and efficient bilingual service delivery.
• Collaborate with team members and leadership to identify service gaps, support continuous improvement, and strengthen the client experience.
• Perform other duties assigned to support Contact Centre operations.

• Minimum 2 years of experience in a call centre, customer service, benefit administration, dental office, or related service environment.
• Fluency in both English and French, with strong verbal and written communication skills in both languages.
• Ability to communicate clearly, professionally, and accurately with clients in both official languages across multiple channels.
• Knowledge of dental procedure codes, social programs, and related benefit administration is an asset.
• Strong customer service skills with the ability to manage high interaction volumes, multitask effectively, and apply sound judgment.
• Experience handling complaints and applying conflict resolution and de‑escalation techniques.
• Experience with Microsoft Office, CRM systems, and digital communication tools.
• Accurate and efficient data…