Customer Service Representative, Bilingual (French)

Manulife; Waterloo; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking Bilingual Customer Service Representatives to join a dynamic team. This role combines in-office and remote work, promoting a collaborative environment while delivering exceptional service to customers. Candidates should be fluent in both French and English and have a passion for helping others. The company values personal and professional growth, offering flexible work arrangements and a supportive atmosphere. If you thrive in a fast-paced setting and enjoy empowering others, this opportunity is perfect for you.

Benefits

Health insurance

Dental insurance

Mental health support

Vision insurance

Short- and long-term disability

Life insurance

Employee assistance programs

Qualifications

• Strong technical skills and ability to navigate multiple software applications.
• Proven experience in a fast-paced customer service environment.

Responsibilities

• Provide exceptional customer service in both French and English.
• Handle high volumes of inquiries and analyze problems for solutions.

Skills

Bilingual (French and English)

Customer service experience

Technical skills

Emotional intelligence

Education

High school diploma or equivalent

Tools

Customer relationship management software

Communication tools (email, chat)

Job description

The Canadian Contact Center is seeking Bilingual Customer Service Representatives to join our dynamic team. The ideal candidate will thrive in a fast-paced environment, possess strong technical abilities, and demonstrate agility in handling customer inquiries. Our team values empathy and seeks individuals who are passionate about helping others. We believe in empowering employees to take initiative and grow within the company.

In our operations team, we love working together and learning from each other, all while serving customers with the highest level of dedication. That's why this role is a mix of in-office and remote work, with team members in the office on Tuesdays through Thursdays. This hybrid model not only supports work-life balance but also fosters collaboration and innovation, which are critical as we strive to grow the business.

Position Responsibilities:

1. Provide exceptional customer service to policyholders, agents, and other collaborators in both French and English languages through inbound calls, email, and chat.
2. Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
3. Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
4. Demonstrate emotional intelligence and understanding in all interactions to build positive relationships with customers and advisors.
5. Stay updated on products, services, and industry regulations to provide accurate information to customers and support their financial and health goals.
6. Collaborate closely with team members and other departments to resolve complex customer issues and seek support when required.

Required Qualifications:

1. Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
2. Proven experience working in a fast-paced customer service environment.
3. Strong technical skills and ability to navigate multiple computer systems and software applications.

Preferred Qualifications:

1. Ability to inspire confidence in customers.
2. A proactive attitude towards learning and self-improvement.
3. Genuine desire to help and serve customers.
4. Flexibility to handle a variety of customer inquiries and issues.
5. Willingness to collaborate and support team members.
6. Commitment to personal and professional growth, including seeking feedback and learning opportunities.

When you join our team:

1. We’ll empower you to learn and grow the career you want.
2. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
3. As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process.

Working Arrangement

Hybrid

Salary & Benefits

Salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.