Bilingual Customer Experience Representative

Ainsworth Inc; Ottawa; On-site; CAD 26,174 - 34,440; Full time

Benefits offered by this job

Comprehensive health, dental, and medical benefits

Registered Savings Plan (RSP) matching

Generous vacation

Peer recognition rewards

Employee discounts and incentives

Inclusive workplace environment

Job summary

A leading customer service provider in Ottawa is searching for bilingual Customer Experience Representatives who will deliver high-quality support to clients across North America. Candidates must be fluent in English and French and possess exceptional customer service skills. Responsibilities include managing client requests via phone and email, consistently meeting performance metrics, and adhering to company standards. The role offers competitive hourly wages, comprehensive benefits, and opportunities for advancement in a diverse work environment.

Qualifications

• High-school diploma (additional education or experience preferred).
• Bilingual (English/French) proficiency required.
• Exceptional customer-service skills and active listening ability.
• Strong verbal and written communication skills with a professional tone.
• Ability to adapt quickly to changing situations.
• Proficient with computers and CRM software.
• Strong probing, empathy, and sense of urgency.
• Excellent interpersonal skills.

Responsibilities

• Receive calls or emails from clients for service requests.
• Respond efficiently and accurately to client inquiries.
• Engage in active listening for client interactions.
• Meet call-centre metrics while maintaining service quality.
• Create and manage work order and purchase requests.
• Provide support on PCard administrative reports.
• Ensure timely resolution of urgent requests.
• Adhere to quality standards set by the company.

Skills

Bilingual proficiency (English/French)

Customer service skills

Verbal and written communication

Proficient with computers and CRM software

Active listening

Interpersonal skills

Typing skills

Education

High-school diploma

Job description

Job Summary

GDI Ainsworth is seeking bilingual English/French‑speaking Customer Experience Representatives (CERs) who will provide high‑quality customer service to clients across North America using phone calls and emails.

Key Responsibilities

• Receive calls or emails from clients for various service or operational requests.
• Respond efficiently and accurately, explaining solutions and ensuring clients feel supported and valued.
• Engage in active listening, confirming or clarifying information.
• Meet or exceed call‑centre metrics while maintaining excellent customer service.
• Create and complete work order and purchase order requests from all incoming communications.
• Provide support on PCard administrative reports.
• Manage Work Order requests, maintain the client portal, and adhere to SLA requirements.
• Contact appropriate individuals for urgent or emergency requests to ensure timely resolution.
• Focus primarily on requests from your location, while also handling requests from other North American regions.
• Adhere to the company’s quality standards.

Qualifications

• High‑school diploma (additional education or experience preferred).
• Bilingual (English/French) proficiency required.
• Exceptional customer‑service skills and active listening ability.
• Strong verbal and written communication skills with a professional tone.
• Ability to adapt quickly to changing situations.
• Motivation to help others and gain their trust.
• Proficient with computers and CRM software and strong typing skills.
• Strong probing, empathy, and sense of urgency.
• Excellent interpersonal skills.

Availability

Morning, afternoon, and weekend shifts are available. Shift discussion will occur if selected for interview.

Pay & Benefits

Pay range: $19.00 – $25.00 per hour (actual salaries vary based on education, experience, knowledge, skills, and market data). The base salary is one component of a comprehensive compensation package that includes short‑term incentives, health insurance, and other benefits.

• Comprehensive health, dental, and medical benefits, including wellness supports.
• Registered Savings Plan (RSP) matching.
• Generous vacation.
• Service milestones and peer recognition rewards.
• Employee discounts and incentives.
• Inclusive workplace that embraces diversity and belonging.

GDI Ainsworth is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply. Any reasonable accommodation of qualifications will be considered in accordance with our Accommodation Policy.