Bilingual Call Centre Representative

Arrow Workforce Solutions; Brampton; Hybrid; CAD 28,000 - 37,000; Full time

Job summary

Arrow Workforce Solutions is seeking a bilingual (English/French) Customer Service Representative to support Brampton clients across phone, chat, and email channels. The role focuses on shipment inquiries, issue resolution, and delivering a positive customer experience through clear communication and multitasking in a fast-paced environment.

The position starts with 6-week on-site training, then shifts to a hybrid schedule (one week on-site, one week remote).

Qualifications

• Fluently bilingual in English and French (spoken and written).
• Previous experience in a call centre, customer service, or contact centre environment.
• Strong communication skills with excellent telephone etiquette.
• Ability to manage multiple tasks and conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to handle difficult customer interactions professionally.
• Excellent written communication, grammar, and attention to detail.

Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including handling up to three chats at once.
• Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.
• Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.
• Schedule pickup requests using internal systems and provide accurate pricing information when required.
• Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.
• Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.
• Identify opportunities for additional services and support sales lead generation initiatives.
• Follow established customer service processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Skills

Bilingual English/French

Call centre experience

Multitasking

Communication skills

Typing 38 WPM

Tools

Windows

Microsoft Word

Microsoft Excel

CRM systems

Job description

Location

Brampton ON, L6T 5M1

Employment Type

Full-Time Contract (Minimum 3 Months with Potential for Permanent Hire)

Pay Rate

$23.76/hour

Training Period (First 6 Weeks):

• Monday to Friday | 9:00 AM – 5:00 PM
• 100% onsite training required

After Training:

• Monday to Friday | 11:00 AM – 7:00 PM
• Hybrid schedule: 1 week onsite / 1 week work from home

Work From Home Requirements

• Reliable high-speed internet connection (minimum 50 Mbps upload speed).
• Quiet and professional workspace.

Position Overview

We are seeking Bilingual Customer Service Representatives (English/French) to join a fast-paced customer support team in Brampton. As an Omni-channel Customer Service Advisor, you will provide exceptional customer support through multiple communication channels, including phone, chat, and email.

The successful candidate will assist customers with shipment inquiries, provide timely updates, resolve service issues, and ensure a positive customer experience through strong communication, problem-solving, and multitasking skills.

Key Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including handling up to three chats at once.
• Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.
• Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.
• Schedule pickup requests using internal systems and provide accurate pricing information when required.
• Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.
• Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.
• Identify opportunities for additional services and support sales lead generation initiatives.
• Follow established customer service processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications & Requirements

• Fluently bilingual in English and French (spoken and written).
• Previous experience in a call centre, customer service, or contact centre environment.
• Strong communication skills with excellent telephone etiquette.
• Ability to manage multiple tasks and conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to handle difficult customer interactions professionally.
• Excellent written communication, grammar, and attention to detail.
• Strong team player with a positive attitude and high energy level.
• Ability to work independently and meet performance targets.
• Knowledge of Canadian geography is an asset.

Technical Requirements

• Comfortable using Windows-based computer systems and Microsoft Office applications (Word/Excel).
• Strong computer literacy and ability to navigate multiple systems simultaneously.
• Ability to successfully complete an eSkills assessment, including:
• Typing speed assessment (minimum 38 WPM with 90% accuracy).
• Written communication and grammar assessment.
• Multitasking and system navigation simulation.