Bilingual Customer Success Representative (French/English)

Embark Student Corp.; Mississauga; On-site; CAD 23,000 - 32,000; Full time

Job summary

Embark Student Corp. at its Head Office in Mississauga is seeking a bilingual Customer Success Representative fluent in French and English. You will help families meet their children's future goals by delivering outstanding service and guiding them through RESP options.

This role emphasizes clear communication, active listening, and problem-solving with a focus on digital self-service and cross‑team collaboration. Expect a dynamic, supportive environment with Eastern Time scheduling.

Qualifications

• One year of experience in customer service or support.
• Exceptional written and verbal communication, with clear customer focus.
• Well-organized and detail-oriented with solid record-keeping.
• Excellent time management and ability to multitask in a fast-paced environment.
• Proficient with MS Office 365 and digital tools.
• Bilingual in French & English is required for this role.

Responsibilities

• Delivers exceptional customer experience to Embark customers and prospects.
• Identifies customer needs and provides best solution or guidance in the best interests of customers.
• Be a subject matter expertise for RESP and assist requests via phone, email and online chat, including contributions, payments and general account related inquiries.
• Offer and guide customers to leverage digital and self-serve options, coordinate with licensed specialists in other departments.
• Take ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track.
• Look for ways to enhance or improve overall customer experience.
• Organizes customer related information to ensure accuracy, completeness, and confidentiality.
• Acts as a team player and leader: back up teammates and lead on important projects.
• Supports customers via our centre, Monday to Thursday, 9 a.m.–8 p.m. and Friday 9 a.m.–6 p.m. ET; shifts may vary.

Skills

Verbal communication

Active listening

Problem solving

Time management

Multitasking

Bilingual (French & English)

Education

High school diploma or equivalent

Tools

Microsoft Office 365

Job description

Description

We are looking for an outstanding verbal communicator, active listener and natural problem solver. You enjoy talking to people and you are enthusiastic about helping families meet their goals for their children's future, and are fluent in French & English.

Application Deadline: 31 October 2026

Department: Customer Success

Location: Head Office

Compensation: CA$20.00 / hour

Responsibilities

• Delivers exceptional customer experience to Embark customers and prospects.
• Identifies customer needs and provides best solution or guidance in the best interests of customers.
• Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries.
• Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences.
• Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track.
• Looks for ways to enhance or improve overall customer experience.
• Organizes customer related information to ensure accuracy, completeness, and confidentiality.
• Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects.
• Broader accountabilities may be assigned as needed.
• Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.

Who we are looking for

• One year of experience providing excellent customer service and/or working in a customer support department
• Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone.
• Well-organized and detail-oriented, with the solid record-keeping skills needed to work with our customer tracking systems.
• Excellent organizational and time management skills and thrive on multi-tasking in a fast-paced environment.
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office 365
• Being flexible to meet the needs of the Customer Success Centre.
• A requirement for the bilingual Customer Success Representative role: Fluent in French & English.