Bilingual Customer Service, Vendor Qualification & Intake Representative

Thefvg; Toronto; Hybrid; CAD 25,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Job summary

Thefvg is seeking a highly organized, bilingual Customer Service, Vendor Qualification & Intake Representative to support our Canada-wide operations in a hybrid work setup.

You will engage with customers and vendors in English and an additional supported language, gather information, qualify vendors, and schedule appointments while maintaining precise CRM records. Strong communication and multitasking skills are essential for success.

Qualifications

• Must be bilingual in English and at least one supported language.
• Excellent verbal and written communication in both languages.
• 2+ years in customer service, intake coordination, or related roles.
• Experience using CRM platforms and managing multiple workflows.

Responsibilities

• Handle inbound customer inquiries with professionalism and empathy.
• Conduct outbound vendor qualification calls and guide vendors through onboarding.
• Coordinate appointments and maintain CRM records with accuracy.
• Verify and collect required information and documentation from customers and vendors.
• Collaborate with internal teams to ensure timely service delivery and compliance.

Skills

Bilingual communication

CRM proficiency

Active listening

Organization & time management

Outbound calling

Attention to detail

Education

Bachelor’s degree in related field

Tools

CRM software

Job description

Position Overview

We are seeking a highly organized, customer-focused, and bilingual Customer Service, Vendor Qualification & Intake Representative to support our growing operations across Canada. This hybrid role combines customer service, structured intake coordination, vendor pre-qualification, and appointment scheduling. You will communicate with customers and vendors in English and at least one additional supported language, ensuring exceptional service while guiding vendors through the onboarding and qualification process.

Supported bilingual languages include:

• English & Spanish
• English & French
• English & Arabic
• English & Portuguese
• English & German
• English & Mandarin Chinese
• English & Japanese
• English & Korean
• English & Dutch
• English & Italian
• English & Malay
• English & Indonesian

You will handle inbound customer inquiries, conduct outbound vendor qualification calls, gather and verify required information and documentation, coordinate appointments, and maintain accurate CRM records. Success in this role requires excellent communication skills, attention to detail, confidence on the phone, and the ability to manage multiple workflows in a fast-paced remote environment.

Key Responsibilities

Customer Service & Intake

• Handle inbound calls from customers with professionalism, empathy, and efficiency.
• Assess customer needs and accurately complete the service intake process.
• Gather and verify customer, property, or service-related information.
• Explain services, timelines, and next steps clearly and professionally.
• Coordinate with dispatch, operations, and internal teams to facilitate timely service delivery.
• Escalate complex customer issues when appropriate.
• Properly categorize, document, and close customer interactions.

Vendor Qualification & Appointment Setting

• Contact vendors via phone and email to introduce partnership opportunities.
• Conduct vendor pre-qualification interviews to assess capabilities, eligibility, and compliance requirements.
• Guide vendors through onboarding requirements and documentation.
• Collect, verify, and organize vendor documentation for qualification and government funding opportunities.
• Schedule appointments and follow-up meetings with qualified vendors and internal stakeholders.
• Monitor vendor pipelines and ensure timely follow-ups.
• Escalate compliance or eligibility questions to the appropriate internal teams.

Administrative & CRM

• Maintain accurate CRM records for both customers and vendors.
• Update interaction notes, documentation, and workflow statuses promptly.
• Coordinate closely with Operations, Compliance, Legal, Vendor Management, and Customer Success teams.
• Follow established procedures while maintaining exceptional service quality and professionalism.
• Ensure all communications and documentation meet company quality and compliance standards.

Call Profile

• Combination of inbound customer service and outbound vendor qualification calls
• Customer intake coordination
• Appointment scheduling and follow-up
• Bilingual communication (English plus one supported language)
• Fast-paced environment requiring organization, professionalism, and attention to detail

Qualifications

Required

• Native or near-native fluency in English and at least one of the following languages:
• Spanish
• French
• Arabic
• Portuguese
• German
• Mandarin Chinese
• Japanese
• Korean
• Dutch
• Italian
• Malay
• Indonesian
• Excellent verbal and written communication skills in both languages.
• 2+ years of experience in customer service, appointment setting, intake coordination, vendor relations, business development, inside sales, or call center environments.
• Strong active listening and relationship-building abilities.
• Comfortable making outbound calls while confidently handling inbound inquiries.
• Strong organizational skills with excellent attention to detail.
• Experience using CRM platforms and managing multiple workflows simultaneously.
• Ability to remain calm and professional under pressure.
• Reliable high-speed internet and a professional remote work environment.

Preferred

• Experience supporting Canadian customers or vendors.
• Experience with vendor onboarding or vendor management.
• Knowledge of Canadian or U.S. government procurement, vendor registration, or compliance processes.
• Experience supporting Business-to-Government (B2G) or Business-to-Business (B2B) initiatives.
• Familiarity with procurement platforms such as Sweetspot, MERX, or similar vendor management systems.
• Background in procurement, compliance, restoration, insurance, dispatch, property management, healthcare, government contracting, or public sector services.

Education & Experience

• Bachelor’s degree in Business Administration, Public Administration, Supply Chain Management, Communications, or a related field is considered an asset.
• Minimum of 3 years of experience in customer service, vendor qualification, appointment setting, intake coordination, procurement support, business development, or related customer-facing roles.
• Experience working with government-funded projects or vendor ecosystems is a strong advantage.

Core Competencies

• Bilingual communication
• Customer service excellence
• Vendor relationship management
• Consultative communication
• Active listening
• Structured intake and information gathering
• Appointment setting and follow-up
• Attention to detail
• Organization and time management
• CRM accuracy and documentation
• Problem-solving and critical thinking
• Adaptability in fast-paced environments
• Accountability and initiative

Compensation & Growth

• Competitive hourly compensation
• Clear KPIs and measurable performance expectations
• Ongoing coaching, training, and professional development

Career Growth Opportunities

• Senior Customer Success Representative
• Vendor Relations Specialist
• Business Development Specialist
• Compliance Coordinator
• Operations Support
• Team Lead
• Quality Assurance
• Training & Onboarding

What Success Looks Like

• Exceptional customer experience across supported languages.
• High-quality vendor qualification and onboarding.
• Strong appointment conversion and follow-up rates.
• Accurate, complete, and timely CRM documentation.
• Efficient collaboration with cross-functional teams.
• Consistent adherence to company procedures and compliance standards.
• High productivity and responsiveness in a fast-paced environment.

Who This Role Is For

This role is ideal for professionals who are fluent in English and at least one additional supported language, enjoy helping customers, building relationships, and communicating with confidence. If you thrive in a structured, fast-paced environment and can seamlessly balance customer service, intake coordination, vendor qualification, and appointment scheduling while maintaining exceptional attention to detail, we’d love to hear from you.