Customer Service Representative (Bilingual French/English)

wk; Toronto; Hybrid; CAD 42,000 - 57,000; Full time

Job summary

Wolters Kluwer in Toronto is seeking a Customer Service Associate to support multiple channels, act as gatekeeper, and process sales and orders. The role combines in-office days with remote work and requires strong communication and organizational skills.

Education of a college or university degree, 1–3 years in customer service or sales, and bilingual English/French proficiency are essential. Proficiency in Microsoft Office, Salesforce, SAP, and Outlook is preferred.

Qualifications

• Bilingual in French and English with professional proficiency in speaking and writing.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.

Responsibilities

• Serve as the first point of contact across channels and gatekeep inquiries.
• Provide accurate product and terms information and explain promotions.
• Build trust with customers through active listening and tailored guidance.
• Maintain accurate customer records and document interactions in the system.
• Process sales, contracts, orders, payments and refunds while following procedures.
• Collaborate with management to ensure high-quality customer service.

Skills

Bilingual: French & English

Communication skills

Organizational skills

Education

College or university degree

Tools

Microsoft Office Suite

Outlook

Salesforce

SAP

Job description

Work Schedule

this is a hybrid role, in-office 2 days per week (Tuesdays and Wednesdays), and working remotely 3 days per week. Qualified candidates must live within commuting-distance to our Toronto, Canada office.

Basic Function

To support the goals and objectives of the company by providing excellent customer service and supporting team members to ensure high quality, timely service delivery.

Essential Duties and Responsibilities

• Act as the company gatekeeper by attending to incoming customer contacts via all available communication channels.
• Answer questions about terms of sale and product information.
• Inform customer about promotions.
• Recognize and measure customers' needs to attain satisfaction.
• Build mutual relationships and trust with customers using communication skills.
• Offer accurate and complete information using the available tools and guides.
• Maintain accurate customer records and notes.
• Adhere to procedures, guidelines, and policies.
• Process sales and contract orders, account updates, payments, and refunds.
• Assist with special projects or assignments when required.
• Maintain a high level of product and system knowledge and work with management team to ensure proper customer service is being delivered.
• Perform other duties as assigned by supervisor.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirement

Job Qualifications

Education: College or university degree or equivalent proven working experience.

Experience: 1-3 years of related customer service, sales/telemarketing experience or equivalent formalized education as noted above.

Bilingual: in French and English (professional proficiency required, both verbal and written).

Other Knowledge, Skills, Abilities or Certifications: Excellent verbal and written communication skills, proficiency with Microsoft Office Suite, Outlook, Salesforce, and SAP (preferred), and strong organizational skills.

Key Attributes: Believe: Demonstrate commitment to the organization, be resilient in the face of obstacles, agile, flexible and take calculated risks.

Own: Take accountability for self and team.

Travel Requirements

None

Physical Demands

Normal office environment.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation

$41,600.00 - $57,200.00 CAD

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.