Bilingual Customer Care Representative

About the Role

Reporting to the Senior Customer Care Manager, the Bilingual Customer Care Representative is responsible for delivering world-class customer service by efficiently handling customer requests, creating service orders, managing routing and dispatch, and maintaining regular communication with the Field Service team. This role also focuses on building and maintaining strong relationships with both clients and internal teams by providing prompt, accurate, and dependable support to foster long-term customer loyalty. The ideal candidate is proactive, organized, and customer-focused, with the ability to work in both English and French in a fast-paced environment.The role is posted for Toronto, but we are open to candidates from Montreal.

Key Responsibilities

• Deliver exceptional customer service on every interaction
• Respond to customer inquiries via phone and electronic channels
• Resolve issues quickly and accurately or escalate as per established protocols
• Handle and resolve customer complaints with professionalism
• Meet or exceed performance metrics (KPIs)
• Demonstrate strong listening skills and remain calm under pressure
• Support and mentor other members of the Customer Care team when needed

Qualifications

• Bilingual in French and English (required)
• Minimum 3 years of customer service experience
• Ability to work both independently and collaboratively in a fast-paced environment
• Previous exposure to team lead responsibilities or mentorship is a strong asset
• Strong communication skills with the ability to handle escalated or complex situations professionally
• Strong computer skills and technical aptitude
• Experience with routing and dispatch is a strong asset

Skills

• Enthusiastic and entrepreneurial mindset
• Strong multitasking and adaptability skills
• Excellent verbal and written communication
• Highly organized with effective time management
• Proficient with general computer systems and MS Office Suite
• Ability to work independently and collaboratively within a team

Additional Information

• Applicants must be legally authorized to work permanently in the country of posting
• Final candidate must successfully complete a criminal background check