Bilingual Customer Service Representative

Encore Technical Solutions Inc.; Markham; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in IT Services is seeking a Bilingual Customer Analyst to provide expert guidance and support to brokerages. This role involves responding to inquiries, managing system access, and ensuring timely resolution of service requests. Ideal candidates will have a relevant degree and customer service experience, particularly in a technical environment.

Qualifications

• 1-2 years of experience in a customer contact center.
• Proficiency with relevant computer applications.
• Basic understanding of broker operations and insurance principles.

Responsibilities

• Respond to inquiries from brokerages and internal teams.
• Deliver outstanding customer service and resolve service tickets.
• Log and track requests, providing updates to users.

Skills

Bilingual proficiency in French and English

Strong problem-solving abilities

Excellent written and verbal communication skills

Effective interpersonal skills

Self-motivation and adaptability

Education

College or university degree in Business Management or related field

Tools

Call center systems

Job description

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As a Bilingual Customer Analyst, you will play a vital role in supporting brokerages by providing expert guidance, technical assistance, and troubleshooting. This is a great opportunity to leverage your bilingual skills and passion for delivering exceptional customer service in a dynamic and collaborative environment.

What You’ll Do

• Respond to inquiries via phone and email from brokerages, Licensed Insurance Advisors (LIAs), and internal teams regarding system access, support needs, and mentorship.
• Deliver outstanding customer service with clear communication, integrity, timeliness, and accurate technical information.
• Ensure service tickets are resolved within established timelines.
• Log and track requests, follow up on outstanding issues, and provide clear, professional updates and instructions to users.
• Manage system access requests, including creation, modification, and removal, in accordance with established protocols.
• Offer support to peers, especially junior team members, on system-related issues.
• Stay current on system updates and provide cross-training when necessary.
• Prioritize and manage multiple support requests based on urgency and impact.
• Identify recurring issues and collaborate with the Business Development team to implement training initiatives.

What You’ll Bring

• A college or university degree, preferably in Business Management or a related field.
• 1–2 years of experience in a customer contact center.
• Proficiency with relevant computer applications and call center systems.
• Strong typing skills with speed and accuracy.
• Bilingual proficiency in French and English (preferred).
• Excellent written and verbal communication skills.
• Strong problem-solving abilities.
• Effective interpersonal and organizational skills.
• Self-motivation and adaptability.
• Basic understanding of broker operations and insurance principles.
• Foundational knowledge of underwriting practices.
• Ability to manage broker and customer requests from initiation to resolution.
• Awareness of broker communications and updates to guidelines and technology.
• Capability to serve as a Subject Matter Expert (SME) and represent the team on key initiatives.
• Skill in identifying root causes of technical issues and prioritizing complex problems for further investigation.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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