Bilingual Customer Support Specialist (EN/FR) Hybrid

Arrow Workforce Solutions; Brampton; Hybrid; CAD 28,000 - 37,000; Full time

Job summary

Arrow Workforce Solutions is seeking a bilingual (English/French) Customer Service Representative to support Brampton clients across phone, chat, and email channels. The role focuses on shipment inquiries, issue resolution, and delivering a positive customer experience through clear communication and multitasking in a fast-paced environment.

The position starts with 6-week on-site training, then shifts to a hybrid schedule (one week on-site, one week remote).

Qualifications

• Fluently bilingual in English and French (spoken and written).
• Previous experience in a call centre, customer service, or contact centre environment.
• Strong communication skills with excellent telephone etiquette.
• Ability to manage multiple tasks and conversations in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to handle difficult customer interactions professionally.
• Excellent written communication, grammar, and attention to detail.

Responsibilities

• Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets.
• Manage multiple customer interactions simultaneously, including handling up to three chats at once.
• Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests.
• Investigate customer concerns and coordinate with internal departments to resolve issues efficiently.
• Schedule pickup requests using internal systems and provide accurate pricing information when required.
• Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution.
• Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills.
• Identify opportunities for additional services and support sales lead generation initiatives.
• Follow established customer service processes, quality standards, and performance metrics.
• Maintain accurate documentation of customer interactions and resolutions.

Skills

Bilingual English/French

Call centre experience

Multitasking

Communication skills

Typing 38 WPM

Tools

Windows

Microsoft Word

Microsoft Excel

CRM systems

Job description

Arrow Workforce Solutions is seeking a bilingual (English/French) Customer Service Representative to support Brampton clients across phone, chat, and email channels. The role focuses on shipment inquiries, issue resolution, and delivering a positive customer experience through clear communication and multitasking in a fast-paced environment.

The position starts with 6-week on-site training, then shifts to a hybrid schedule (one week on-site, one week remote).