Bilingual Customer Service Representative

Maplesoft Group, an SEB Company; Montreal (administrative region); Hybrid; CAD 40,000 - 52,000; Full time

Job summary

Maplesoft Group is seeking a bilingual Customer Service Representative for a 6-month contract in hybrid Montreal, QC. The CSR will engage with active and retired benefits participants via phone, chat, and email in French and English, providing accurate information and guiding participants through required procedures.

Responsibilities include handling high-volume inquiries, collaborating with internal teams, and identifying process improvements.

Qualifications

• Fluent in both French and English, written and verbal.
• Minimum 1 year of customer service experience.
• Ability to learn and retain information quickly.
• Ability to work in a high-volume, fast-paced environment.

Responsibilities

• Provide professional customer service via phone, email, and chat in both French and English.
• Respond to inquiries from active and retired benefits participants with accurate information.
• Guide participants through procedures and next steps.
• Elevate complex inquiries for further research or follow-up.

Skills

Bilingual FR/EN

Customer service

Communication

MS Windows navigation

Tools

Microsoft Windows

Job description

Job ID: 14398

Job Title: Customer Service Representative – Bilingual (French/English)

Contract Length: 6 Months

Location: Hybrid – Montreal, QC

Federal Government Clearance Level Required: None

Vacancy Type

• New Position

About Us

Maplesoft Group is currently seeking a Bilingual Customer Service Representative for a 6-month contract opportunity. This role will provide high-quality customer service to active and retired benefits participants through phone, chat, and email. The successful candidate will assist with inquiries, provide accurate information, resolve issues, and collaborate with internal teams to address more complex requests.

This is a dynamic, customer-focused environment supporting some of the largest organizations in Canada with employee benefits administration and HR technology solutions.

Position Summary

The Customer Service Representative (CSR) is responsible for delivering professional and responsive customer service to active and retired benefits participants. The CSR will handle inbound calls, secure online requests, emails, and chats in both French and English.

The successful candidate will use available systems and resources to provide complete and accurate information, guide participants through required procedures, resolve inquiries where possible, and elevate more complex issues requiring additional research or follow up.

Key Responsibilities

• Provide professional and courteous customer service by phone, email, and chat in both French and English.
• Respond to inquiries from active and retired benefits participants and provide accurate information.
• Guide participants through applicable procedures and next steps.
• Investigate and elevate complex inquiries or issues requiring additional research and follow up.
• Act as a liaison between participants and internal teams to facilitate issue resolution.
• Identify recurring issues and provide recommendations to improve processes and customer service.
• Participate in ongoing training, coaching, team meetings, initiatives, and special projects.
• Navigate computer systems, Microsoft Windows, and related applications to access required information.
• Manage high-volume interactions while maintaining professionalism and service quality.
• Work overtime when required to meet business needs.

Required Qualifications

• Minimum 1 year of customer service-related experience.
• Fluency in both French and English, written and verbal.
• Strong verbal and written communication skills.
• Strong customer service and problem solving skills.
• Ability to learn and retain large amounts of information quickly.
• Ability to work effectively in a high-volume, fast-paced environment.
• Strong computer skills, including Microsoft Windows navigation and keyboarding.
• Ability to adapt to changing priorities and business requirements.

Preferred Qualifications

• Previous call centre or contact centre experience.
• Previous experience in employee benefits administration.
• Previous HR experience.
• Experience working with benefits administration systems or HR technology platforms.
• Demonstrated ability to identify process improvements and make recommendations.

Compensation

Salary Range: Competitive / Based on Experience

Our recruitment process is led by human recruiters who review all applications and make the final hiring decisions. We use AI-assisted tools to help screen and organize applications. These tools do not replace human judgment, and all hiring decisions are made by people.

Please note that data collected by the Company may be stored or processed on servers located outside of Canada.

Application Submission Details

Submission Deadline

Ongoing Opportunity – Applications accepted on an ongoing basis.

Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.