Bilingual Customer Service Representative

Insight Global; Cambridge; Remote; CAD 36,000 - 48,000; Full time

Job summary

Insight Global is seeking a fluent French-speaking Customer Service Representative to support Canadian travelers, financial institutions, and retail clients in a fast-paced, remote environment. You will handle 40-50 daily calls, respond in English and French, and manage non-medical assistance cases with careful documentation.

The role emphasizes empathy, critical thinking, privacy, and first-call resolution while guiding customers through claims and online processes.

Qualifications

• Fluent in French and English (verbal and written).
• 6+ months of customer service or call center experience.
• Professional, empathetic, and customer-focused demeanor.
• Ability to think on your feet and solve problems independently.
• Strong troubleshooting and critical-thinking skills.

Responsibilities

• Handle approximately 40-50 customer calls per day with high-quality service.
• Respond to inquiries via phone and email in English and French.
• Open and manage non-medical assistance cases for travelers and customers.
• Provide travel advisory, vaccine information, and policy guidance.

Skills

Fluent in French

Fluent in English

Customer service experience

Strong communication

Problem solving

Attention to detail

Job description

Job Description

Insight Global's client is seeking a fluent French-speaking Customer Service Representative to support Canadian travelers, financial institutions, and retail clients in a fast-paced, work-from-home environment. This is not a traditional contact center role. Representatives serve as trusted resources by providing benefit information, answering travel-related questions, opening non-medical assistance cases, and delivering exceptional customer service through phone and email communication. Success in this position requires empathy, professionalism, critical thinking, and the ability to anticipate customer needs while handling a high volume of interactions.

Handle approximately 40-50 customer calls per day while providing exceptional service.Respond to customer inquiries via phone and email in both English and French.Open and manage non-medical assistance cases for travelers and customers.Provide pre-trip assistance, travel advisories, vaccine information, and policy guidance.Explain benefit coverage, limitations, and available services clearly and accurately.Assist customers with claim forms and claim-related questions.Guide customers through websites and online claim submission processes.Troubleshoot customer issues and identify solutions independently.Relay information between customers, partners, and service providers.Maintain accurate case documentation and customer records.Handle sensitive customer information while adhering to privacy and confidentiality standards.Deliver a positive customer experience focused on customer satisfaction and first-call resolution.

Skills and Requirements

Fluent in French and English (verbal and written).6+ months of customer service or call center experience.Strong verbal and written communication skills.Professional, empathetic, and customer-focused demeanor.Ability to think on your feet and solve problems independently.Strong troubleshooting and critical-thinking skills.Comfortable managing a high volume of calls in a fast-paced environment.Detail-oriented with the ability to multitask effectively.Strong email communication and documentation skills.Ability to commit to the full training period (September 21 - October 16/19).Reliable work-from-home setup and ability to be online early and prepared each day.Demonstrated ability to go above and beyond for customers.Experience supporting travel, insurance, assistance, benefits, or claims programs.Experience working with Canadian customers or financial institutions.Knowledge of travel advisories, medical/non-medical assistance services, or benefit programs.Previous work in a customer advocacy or concierge-style support environment.Experience handling both phone and email-based customer support.Familiarity with case management systems and customer documentation.Strong ability to anticipate customer needs and provide proactive solutions.Experience in a remote work environment.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].