Bilingual Call Centre Representative

Arrow Workforce Solutions; Brampton; Hybrid; CAD 27,000 - 38,000; Full time

Job summary

Arrow Workforce Solutions in Brampton is seeking a bilingual English/French Customer Service Representative to join a fast-paced support team. You will assist customers via phone, chat, and email, resolving shipment inquiries and service issues while maintaining high-quality service levels.

Training is 6 weeks with 100% onsite presence, followed by a hybrid schedule (1 week onsite, 1 week remote). Strong communication, multitasking, and problem-solving skills are essential for success.

Qualifications

• Fluently bilingual in English and French (spoken and written).
• Experience in call centre, customer service, or contact centre environment.
• Strong communication skills with telephone etiquette.
• Ability to manage multiple conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Typing speed 38 WPM with high accuracy required.
• Proficient with Windows-based systems and MS Office.

Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including up to three chats at once.
• Provide accurate shipment information, including tracking updates and delivery status.
• Investigate customer concerns and coordinate with internal departments to resolve issues.
• Schedule pickup requests using internal systems and provide pricing information when required.
• Maintain ownership of customer inquiries and provide timely updates and resolutions.
• Handle difficult customer interactions professionally with empathy and patience.
• Identify opportunities for additional services and contribute to sales lead generation.
• Follow established processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Skills

Bilingual EN/FR

Customer service

Communication

Multitasking

Problem solving

Typing 38 WPM

Windows + MS Office

Tools

Windows OS

MS Word/Excel

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

Schedule

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.