Bilingual Customer Service Agent

Dye & Durham; Ottawa; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in legal technology is seeking a Bilingual Customer Service Agent for their Financial Solutions team in Ottawa. The role involves utilizing communication expertise to support clients in a fast-paced environment with responsibilities in technical support and query management. Competitive salary and benefits, along with a commitment to employee development, are offered.

Benefits

Healthcare

Pension

Company discounts

Wellness programs

Paid days off for volunteering

Qualifications

• Bilingual in English and French required.
• Previous experience in customer service or call center preferred.
• Ability to adapt to changing priorities.

Responsibilities

• Assist with profile management and technical support for clients.
• Handle queries via email, phone, and fax ensuring strong client relationships.
• Manage own escalations proactively.

Skills

Bilingual (English and French)

Customer service

Interpersonal skills

Problem-solving

Analytical skills

Education

Experience in customer service or clerical role

Job description

We are seeking a detail-oriented, driven individual to join our Financial Solutions team. As a Bilingual ( French / English ) Customer Service Agent, you will have the ability to use your communications expertise and take initiative in providing support for our Financial Solutions software products.

You will work in a fast-paced environment, handling queries via email, phone and fax from a variety of clients including lawyers, notaries and financial institutions using our three services : Unity Lender Centre, Tax Pay and Bill Pay.

Key Responsibilities

• Assist with profile management, system walkthroughs, file maintenance and payment / credit inquiries while maintaining strong client relationships by handling concerns with speed and professionalism.
• All customer query handling, ensuring correct recording of queries on our in-house IT systems.
• Liaising with all other departments to ensure all queries are resolved within strict SLAs.
• Providing advice and technical support on all products and services offered.
• Taking ownership for the resolution of client escalations by pro-active query management.
• Manage both inbound and outbound telephone calls.

Skills, Knowledge & Expertise

• Bilingual in English and French
• Previous experience in a customer service or clerical role; call center experience is an asset.
• Excellent customer service, interpersonal, and problem-solving skills.
• Ability to effectively adapt to changing priorities.
• Strong analytical skills, with a demonstrated ability to think critically.
• Ability to work independently with minimal supervision and direction in a fast-paced environment.
• Must be able to work shifts on a monthly rotating schedule.

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together

Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.

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