Bilingual Customer Service Representative

Manulife; Montreal (administrative region); Hybrid; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Unlimited coffee

Positive atmosphere

Well-being and inclusion

Job summary

Manulife is seeking a Bilingual Customer Service Representative (French & English) to join our Contact Center in a hybrid work model. You will assist policyholders, agents, and partners via calls, email, and chat in French and English, delivering proactive solutions.

The role emphasizes empathy, accuracy, and collaboration across departments, with flexibility to work in-office Tuesday to Thursday and remotely otherwise. This position supports growth and well-being within a diverse team.

Qualifications

• Bilingual in French and English required due to frequent interactions.
• Experience in fast-paced customer service environment.
• Call center experience is a strong asset, especially in financial services.
• Strong technical skills and ability to navigate multiple systems.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and partners in French and English via inbound calls, email, and chat.
• Handle a high volume of inquiries, analyze issues, and deliver proactive solutions.
• Use advanced technology and software to document interactions accurately and resolve concerns efficiently.
• Demonstrate empathy and emotional intelligence to build trust and positive relationships.
• Stay informed about products, services, and industry regulations to provide accurate information.
• Collaborate with colleagues and other departments to resolve complex issues.

Skills

Bilingual in French & English

Customer service experience

Call center experience

Technical skills

Job description

Our Contact Center is looking for Bilingual Customer Service Representatives (French & English) to join our dynamic team. This is an exciting opportunity to make a real impact by delivering exceptional service and building meaningful connections with customers. You’ll love working with us because we make it easy to start your career in a supportive and flexible environment. Our hybrid work model gives you the best of both world collaboration in the office from Tuesday to Thursday and remote flexibility for the rest of the week. You’ll join a team that celebrates wins, learns together, and helps each other succeed. We’ll give you plenty of opportunities to grow, learn new skills, and build the career you want. Plus, you’ll enjoy perks like unlimited coffee, a positive atmosphere, and a team that truly values your well-being.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and partners in French and English via inbound calls, email, and chat.
• Handle a high volume of inquiries, analyze issues, and deliver proactive solutions.
• Use advanced technology and software to document interactions accurately and resolve concerns efficiently.
• Demonstrate empathy and emotional intelligence to build trust and positive relationships.
• Stay informed about products, services, and industry regulations to provide accurate, useful information.
• Collaborate with colleagues and other departments to resolve complex issues.

Required Qualifications

• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Experience in a fast-paced customer service environment.
• Call center experience will be considered a strong asset, especially within financial services.
• Strong technical skills and ability to navigate multiple systems.

Preferred Qualifications

• Empower: Inspire confidence and take initiative.
• Serve: Show genuine care and flexibility in helping customers.
• Grow: Embrace collaboration, feedback, and continuous learning.

When You Join Our Team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

This posting supports an ongoing hiring initiative for existing and/or future vacancies.

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Working Arrangement

Hybrid

Salary & Benefits

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.