Bilingual Call Centre Agent

Brink's, Incorporated; Toronto; On-site; CAD 45,000 - 64,000; Full time

Job summary

Brink's National Client Services (BNCS) is seeking customer-focused professionals to deliver a best-in-class customer experience. The role involves responding to inquiries by phone and email, resolving issues, and collaborating across departments to ensure timely solutions.

Candidates should have at least 2 years in customer service or tech support, be fluent in English and French, and excel at problem solving and communication under pressure. Shift coverage includes days, evenings, and weekends.

Qualifications

• Demonstrated experience delivering exceptional customer service.
• Fluency in English and French (spoken and written).
• Minimum 2 years in call centre, customer service, or help desk/tech support roles.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication; capable of handling multiple priorities.

Responsibilities

• Respond to internal and external customer inquiries via phone and email.
• Provide support related to Brink's products and services.
• Troubleshoot technical issues affecting customers and crew members.
• Collaborate with internal departments to ensure timely resolution of customer concerns.
• Follow processes to diagnose issues and identify solutions.
• Generate and distribute operational reports throughout the day.
• Support ad hoc projects and serve as a key contact for customer communications.
• Deliver a professional, positive, and efficient customer experience.

Skills

Customer service

Bilingual English/French

Call Centre experience

Troubleshooting

Problem solving

Strong communication

Multi-tasking

Calm under pressure

Technical support basics

Phone and email communication

Job description

About the Role

The Brink's National Client Services (BNCS) team is committed to putting customers at the center of everything we do while delivering a best-in-class customer experience.

We are looking for customer-focused professionals who enjoy solving problems, providing effective solutions, and working in a fast-paced environment. If you thrive on helping others and collaborating with a team, we'd love to hear from you.

Availability Requirements

This role requires flexibility to provide short-notice schedule coverage for employee absences, vacations, and other staffing needs. Candidates must be available to accommodate changes in scheduling as operational requirements arise.

Required Shift Availability

• 08:00 AM - 04:00 PM
• 03:00 PM - 11:00 PM
• 11:00 PM - 07:00 AM
• Availability for both weekday and weekend coverage is required

Key Responsibilities

• Respond to internal and external customer inquiries via phone and email
• Provide support related to Brink's products and services
• Troubleshoot technical issues impacting customers and crew members
• Collaborate with internal departments to ensure timely resolution of customer concerns
• Follow established processes to diagnose issues and identify appropriate solutions
• Generate and distribute operational reports throughout the day
• Support ad hoc projects and serve as a key contact for customer communications
• Deliver a professional, positive, and efficient customer experience

Required Qualifications

We're looking for candidates who have:

• A passion for delivering exceptional customer service
• Fluency in English and French (spoken and written)
• Minimum 2 years of experience in:
  • Call Centre environments
  • Customer Service roles
  • Help Desk or Technical Support positions
• Strong problem-solving and troubleshooting skills
• Ability to remain calm and effective under pressure
• Ability to manage multiple priorities and quickly adapt between:
  • Technical support inquiries
  • Billing-related concerns
  • Phone and email communications
• Excellent verbal and written communication skills
• Strong computer and technology skills
• A positive, collaborative, team-first mindset
• A continuous improvement approach with a willingness to suggest process enhancements

Nice to Have Qualifications:

• Experience working within the transportation/security industry