Bilingual Customer Service Representative

ARAG Legal Solutions Inc. (Canada); Toronto; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive Base Salary

Annual bonus plan

Employer Paid Benefits Plan

RSP matching

Fitness Credit

Paid Vacation Days

Personal Days

Job summary

ARAG Legal Solutions Inc. (Canada) is looking for a Bilingual Customer Service Representative based in the Greater Toronto Area. This role requires fluency in both English and French and involves responding to customer queries about insurance policies, making outbound calls, and documenting interactions in our CRM system.

The position is full-time with a mandatory onsite training period followed by potential hybrid options. We offer a competitive salary with an annual bonus plan and generous employer-paid benefits.

Qualifications

• 2 years of experience in a call centre or customer service role.
• Experience in the insurance or financial services industry preferred.
• Comfortable using computer systems.

Responsibilities

• Respond to customer queries regarding insurance policies and claims.
• Make outbound calls for follow-ups and policy renewals.
• Document interactions in CRM system.
• Handle complaints and escalate complex issues.
• Meet performance metrics including call handling time and customer satisfaction.

Skills

Bilingual in English and French

Strong verbal communication

Active listening skills

Ability to work in a fast-paced environment

Professional and courteous approach

Education

High school diploma

Post-secondary education

Tools

Customer management software

Job description

Bilingual Customer Service Representative

Please note the location of this position must be based in the Greater Toronto Area.

This role will not be handling sales.

This role will need to be onsite five days a week for the initial mandatory three-week paid training and three-month probation period, with the possibility of a transition to a hybrid schedule thereafter.

Schedule

Applicants must be available Monday to Friday, 8:00 AM – 8:00 PM EST, and will be offered the following shift options: 8:00 AM – 4:00 PM and 12:00 PM – 8:00 PM.

What Will You Do?

• Respond to customer queries regarding insurance policies, coverage, and claims promptly and professionally.
• Make outbound calls for follow-ups, policy renewals, or to provide additional information.
• Document all interactions in our CRM system with precision and clarity.
• Provide clear and accurate information in compliance with company policies and industry regulations.
• Handle complaints and difficult situations calmly and efficiently, escalating complex issues when appropriate.
• Work closely with internal teams (underwriting, claims, etc.) to resolve customer issues.
• Meet performance metrics including call handling time, customer satisfaction, and first-call resolution.
• Respond to inbound customer calls in a timely and professional manner.

About You

• Bilingual in both English and French is required (written and verbal).
• High school diploma or equivalent; post‑secondary education is an asset.
• 2 years of previous experience in a call centre or customer service role, preferably within the insurance or financial services industry.
• Strong verbal communication and active listening skills.
• Ability to work efficiently in a fast‑paced environment.
• Comfortable with using computer systems and customer management software.
• Professional, courteous, and empathetic approach to customer interactions.

We Offer

• Competitive Base Salary including annual bonus plan.
• Generous Employer Paid Benefits Plan, including RSP matching & Fitness Credit.
• Paid Vacation Days and Personal Days.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We are committed to equal employment opportunity regardless of citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment).

We are committed to providing employment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Any assessments and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Human Resources Manager if you require disability‑related accommodation.