Waterloo Bilingual French & English Customer Service Representative

HGS; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Bilingual Customer Service Representative and make a positive impact every day! In this role, you'll engage with customers in both French and English, addressing their inquiries and enhancing their experience through exceptional service. You'll receive comprehensive training and support, allowing you to excel in a collaborative environment that values your contributions. With flexible scheduling and opportunities for career growth, this position is perfect for those looking to build a rewarding future in customer experience management.

Benefits

Comprehensive medical, dental, and vision benefits

Refer-A-Friend bonuses

Employee assistance programs

Flexible scheduling options

Career growth opportunities

Qualifications

• Minimum 6 months of customer service experience required.
• Fluent in both French and English for effective communication.

Responsibilities

• Field customer inquiries and provide product information.
• Troubleshoot issues and recommend solutions based on needs.
• Document interactions accurately using computer systems.

Skills

Bilingual (French & English)

Customer Service

Active Listening

Problem Solving

Time Management

Education

High School Diploma or equivalent

Tools

Computer Systems

Job description

Job Description

Your Impact: As a Bilingual French & English Customer Service Representative, you’ll work in a collaborative and engaging environment, making a positive impact on people's day! We’ll train you to be an expert in your field, enabling you to confidently deliver an exceptional customer experience. Your responsibilities include fielding customer inquiries, identifying their needs, matching products and services, exercising emotional intelligence, and enhancing the overall customer experience.

Daily Responsibilities:

1. Communicate with customers via inbound calls about products and services, educating them on the value and ways to maximize their service usage.
2. Identify customer needs through active listening, troubleshoot issues, and recommend products based on their needs.
3. Resolve product malfunctions efficiently using defined tools and techniques.
4. Handle issues consultatively, owning the problem and guiding solutions, including directing field technicians when necessary.
5. Research products, services, and solutions using multiple computer systems, documenting interactions and outcomes accurately.
6. Create a 'WOW' factor in every interaction through excellent communication, ownership, and speed of service.
7. Participate in regular coaching sessions to meet performance indicators.

Why Choose Us?

HGS is a global leader in customer experience management with over 20,000 employees across 10 countries. We focus on making our clients more competitive by delivering exceptional experiences, driven by a people-first philosophy. Join us to build your future!

Benefits:

• $20 hourly wage plus overtime opportunities
• Comprehensive medical, dental, and vision benefits
• Refer-A-Friend bonuses
• Employee assistance programs
• Flexible scheduling options
• Career growth in a rapidly expanding organization
• A supportive, people-focused environment to build lifelong connections

Candidate Requirements:

• At least 18 years old
• Reside and be able to work in Waterloo, Ontario at 200-2300 University Ave E
• High School Diploma or equivalent
• Fluent in French and English
• Availability to work between 8:00 AM and 8:00 PM EST with flexibility
• Minimum 6 months of customer service experience and understanding of coaching/feedback
• Experience troubleshooting and owning resolutions
• Caring, supportive, and friendly demeanor with confidence and urgency
• Computer savvy, comfortable with multiple monitors
• Results-oriented with excellent time management skills

HGS is committed to an inclusive, barrier-free work environment and will accommodate restrictions during the hiring process. Pre-employment tests, including AI assessments, are required.