Bilingual Customer Service Representative

Insight Global; Cambridge; Remote; CAD 23,000 - 33,000; 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, work-from-home environment. You will handle 40-50 calls daily, respond in English and French, and open non-medical assistance cases while delivering exceptional service.

The role emphasizes empathy, professionalism, and the ability to anticipate customer needs.

Qualifications

• Fluent in French and English (verbal and written).
• 1+ year of customer service, call center, or related experience.
• Strong verbal and written communication skills.
• Professional, empathetic, and customer-focused demeanor.
• Strong troubleshooting and critical-thinking skills.

Responsibilities

• 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

French language

English language

Job description

Location: 100% Remote

Duration: 5-6-month contract, potential extensions and/or permanent hire

Hours: M-F. Must have flexibility in hours worked. Will be assigned 8-hour shifts between the hours of 6:30am-12:30am, will get schedule 4-6 weeks in advance and be on that shift for multiple weeks at a time.

Pay Rate: $20.51 CAD/hour, weekly pay

Qualifications:

• Fluent in French and English (verbal and written)
• 1+ year of customer service, call center, or related experience
• Strong verbal and written communication skills.
• Professional, empathetic, and customer-focused demeanor.
• Strong troubleshooting and critical-thinking skills.
• Ability to commit to the full training period without any time off
• Reliable work-from-home setup and ability to be online early and prepared each day.

Day to Day Details:

Insight Global's travel insurance 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.