Bilingual Client Care Associate

emergiTEL Inc.; Remote; CAD 40,000 - 55,000; Full time

Job summary

A dynamic client care organization in Canada is seeking a motivated Bilingual Client Care Associate to join their growing team. This role involves providing exceptional service in both English and French, handling inquiries, processing documentation, and ensuring a positive client experience. Candidates should have a high school diploma and 1–3 years of customer service experience, preferably in healthcare or a regulated environment. Strong communication and organizational skills are essential for this position.

Qualifications

• 1–3 years of customer service experience in a regulated environment.
• Ability to manage difficult conversations with professionalism.
• Experience in healthcare or regulated industries is an asset.

Responsibilities

• Provide exceptional customer service in both English and French.
• Manage inbound interactions and service requests.
• Accurately process client orders and maintain records.
• Resolve complaints using sound judgment.
• Follow up on client requests across multiple channels.

Skills

Fluency in English and French

Customer service skills

Strong organizational skills

Analytical skills

Excellent communication skills

Education

High school diploma

Tools

Microsoft Office

CRM systems

Job description

Ourclient is seekinga motivated and customer-focusedBilingual Client Care Associateto jointheirgrowing team. In this role, you will serve as a key point of contact for clients, providing timely, accurate, and support while ensuring a positive overall experience.

This personwill handle inbound inquiries, process documentation, and collaborate with internal teams and external professionals to address client needs. The ideal candidate is bilingual in English and French, thrives in a fast-paced environment, and demonstrates strong attention to detail, professionalism, and discretion.

Key Responsibilities

• Provide exceptional customer service in both English and French
• Manage a high volume of inbound interactions, including general inquiries, follow-ups, and service requests
• Accurately process client orders, registrations, and documentation in accordance with regulatory and internal requirements
• Update and maintain client records in a CRM system with a high degree of accuracy and confidentiality
• Assist clients with forms, online tools, and procedural questions
• Resolve complaints and escalations using sound judgment and critical thinking
• Communicate policies, procedures, and regulatory requirements using approved messaging
• Adapt quickly to changes in regulations, internal processes, and departmental priorities
• Troubleshoot account, registration, and shipping-related issues
• Follow up on client requests across multiple channels (phone, email, chat, case management platforms)
• Maintain detailed documentation of all client interactions

Qualifications & Experience

• High school diploma required
• Fluency in English and French (verbal and written)
• 1–3 years of customer service experience, preferably in a regulated or service-oriented environment
• Strong administrative, organizational, and analytical skills
• Excellent written and verbal communication skills
• Ability to manage difficult conversations with professionalism and empathy
• Proficiency with Microsoft Office and CRM systems
• Experience in healthcare, medical administration, or regulated industries is considered an asset
• Experience with third-party billing or government-related processes is an asset