Bilingual Customer Service Representative

MSH Americas - Diot-Siaci Group; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Flexible hybrid work setup

Comprehensive health benefits

RRSP matching

Minimum 3 weeks vacation

Job summary

MSH International is seeking a Customer Service Representative to be the first point of contact for clients seeking information about travel and health insurance products. You will assist customers via phone, email, live chat, and social channels, resolving questions and guiding them through the insurance process.

The role emphasizes strong communication, a customer-first mindset, and the ability to solve problems in a fast-paced environment. A flexible hybrid work setup is offered.

Qualifications

• High school diploma or equivalent.
• Excellent verbal and written communication skills in English & French.
• Strong customer service and interpersonal skills.
• Solid problem-solving and troubleshooting abilities.

Responsibilities

• Support clients and travellers by providing information about MSH International's travel insurance products and services.
• Respond to customer inquiries through phone, email, live chat, and other communication channels.
• Explain insurance coverage, policy benefits, eligibility requirements, and policy features clearly.
• Assess customer needs and recommend suitable insurance products and solutions.
• Interpret insurance terminology and policy wording to help customers understand coverage options.
• Process quotes, applications, and sales using multiple online systems concurrently.
• Guide customers through the application, purchase, and confirmation processes.
• Maintain accurate customer records within the CRM system.
• Provide prompt, professional, and knowledgeable support while delivering exceptional service.
• Resolve customer concerns efficiently within established service standards.
• Collaborate with Product and Payments teams to achieve timely resolutions.
• Escalate complex issues to management when necessary.
• Contribute to customer retention by promoting confidence in MSH International's products.

Skills

Verbal & written English

Customer service

Interpersonal skills

Problem solving

Organization

MS Office (Word/Excel)

Multitasking

Education

High school diploma

Tools

CRM systems

Job description

At MSH, passion meets profession. We're a team of dedicated enthusiasts who find genuine fulfillment in what we do - and we're looking for someone who feels the same way.

About The Role

Are you passionate about helping people and delivering excellent customer experiences? As a Customer Service Representative at MSH International, you will be the first point of contact for clients seeking information about our travel and health insurance products and services.

In this role, you will assist customers through phone, email, live chat, and social media, answering questions, resolving concerns, and guiding them through the insurance process. You'll play an important role in building customer trust, providing expert support, and helping clients find the coverage that best meets their needs.

To succeed in this position, you'll need strong communication skills, a customer-first mindset, and the ability to solve problems efficiently in a fast-paced environment.

What You'll Do

• Support clients and travellers by providing information about MSH International's travel insurance products and services.
• Respond to customer inquiries through phone, email, live chat, and other communication channels.
• Explain insurance coverage, policy benefits, eligibility requirements, and policy features in a clear and easy-to-understand manner.
• Assess customer needs and recommend suitable insurance products and solutions.
• Interpret insurance terminology and policy wording, helping customers understand their coverage options.
• Process quotes, applications, and sales using multiple online systems simultaneously.
• Guide customers through the application, purchase, and confirmation processes.
• Maintain accurate and up-to-date customer records within the CRM system.
• Provide prompt, professional, and knowledgeable support while delivering an exceptional customer experience.
• Resolve customer concerns efficiently and within established service standards.
• Collaborate with internal teams, including Product and Payments, to achieve timely resolutions.
• Escalate complex issues to management when necessary.
• Contribute to customer retention by promoting confidence in MSH International's products and services.

What You'll Bring

Required Qualifications

• High school diploma or equivalent.
• Excellent verbal and written communication skills in English & French
• Strong customer service and interpersonal skills.
• Solid problem-solving and troubleshooting abilities.
• Strong organizational and documentation skills.
• Proficiency with Microsoft Office applications, including Word and Excel.
• Ability to multitask and work effectively in a fast-paced environment.

Preferred Qualifications

• Previous customer service, call centre, or customer support experience.
• Experience working with CRM systems.
• Experience in the insurance, travel, healthcare, or financial services industry.
• Bilingualism (English/French) is considered a strong asset.

Why Join MSH International?

At MSH International, you'll have the opportunity to make a real difference in the lives of travellers and clients worldwide. You'll join a collaborative, customer-focused team where your expertise, problem-solving skills, and commitment to service excellence will be valued and rewarded.

What's In It For You

• Salary Range: 45k CAD annually + Variable Bonus (Final compensation will reflect the candidate's experience, skills, and qualifications)
• Flexible hybrid work setup
• Comprehensive health benefits
• Employee assistance program
• Wellness spending account
• RRSP matching
• Minimum 3 weeks vacation (plus generous sick and flex days)
• Tuition reimbursementReal opportunities for growth and skill development
• Inclusive, diverse workplace culture
• Leadership that genuinely cares about your success and well-being
• Clear paths for both vertical and horizontal career growth

MSH is an equal opportunity employer committed to fostering an inclusive, barrier-free recruitment process. We welcome applications from all qualified individuals regardless of race, ancestry, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status, or disability.

If you require accommodation at any stage of the recruitment process, please reach out. We will work with you in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).

We thank all applicants for their interest. Only those selected for an interview will be contacted.

In accordance with Ontario's Working for Workers Four Act, 2024, MSH confirms that artificial intelligence tools may be used in the recruitment and selection process for this position.