Bilingual Customer Care Representative (English & French)

Ellora Telecom Philippines, Inc.; Mabalacat; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

International company

Canadian market experience

Dynamic environment

Professional team

Job summary

Ellora Telecom Philippines, Inc. is seeking a bilingual Customer Care Representative fluent in English and French to join our customer care team supporting an international telecommunications company.

You will be the first point of contact for customers and callers, handling inquiries, billing concerns, and service issues with professionalism and empathy. In this role, you will respond via phone, email, and case management systems; document information accurately; and escalate sensitive concerns

Qualifications

• At least 1 year of customer service experience in telecom/BPO.
• Fluent in English and French (spoken and written).
• College-level education or higher.
• Excellent verbal and written communication.
• Professional and courteous telephone manner.
• Strong problem-solving and analytical skills.

Responsibilities

• Handle customer calls involving security concerns, harassment complaints, and general inquiries.
• Provide support to wireless and landline customers through phone, email, and case management systems.
• Respond to customer inquiries regarding billing, account, plans, and service-related concerns.
• Provide accurate information about products, plans, and services to prospective customers.
• Gather and document relevant information from customers and callers.
• Create, update, and follow up on customer cases as needed.
• Escalate complex or sensitive concerns to the appropriate team or department.
• Maintain professionalism, courtesy, and confidentiality when dealing with customers.
• Ensure accurate and timely documentation of customer interactions.
• Work collaboratively with team members to meet customer service and departmental goals.

Skills

English-French

Customer service

Communication skills

Education

College-level education

Tools

Windows-based apps

Job description

About the role

We are looking for a Bilingual Customer Care Representative who is highly proficient in both English and French, spoken and written, to join our Customer Care team supporting an established international telecommunications company. As a Customer Care Representative, you will be one of the first points of contact for customers and callers. You will handle a variety of inquiries, including general customer concerns, billing and service issues, security-related calls, and harassment complaints. This role requires someone who can remain professional, calm, empathetic, and solution-oriented, particularly when handling sensitive or challenging customer interactions.

Key responsibilities

• Handle customer calls involving security concerns, harassment complaints, and general inquiries.
• Provide support to wireless and landline customers through phone, email, and case management systems.
• Respond to customer inquiries regarding billing, account, plans, and service-related concerns.
• Provide accurate information about products, plans, and services to prospective customers.
• Gather and document relevant information from customers and callers.
• Create, update, and follow up on customer cases as needed.
• Escalate complex or sensitive concerns to the appropriate team or department.
• Maintain professionalism, courtesy, and confidentiality when dealing with customers.
• Ensure accurate and timely documentation of customer interactions.
• Work collaboratively with team members to meet customer service and departmental goals.

About you

• At least 1 year of customer service experience, preferably in a telecommunications, BPO, or contact center environment.
• College-level education or higher.
• Fluent in English and French, both spoken and written.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Professional and courteous telephone manner.
• Strong problem-solving and analytical skills.
• Excellent attention to detail and accuracy.
• Comfortable handling sensitive, difficult, or potentially escalated customer interactions.
• Proficient in Windows-based applications and basic computer systems.

Benefits

• Work with an established international telecommunications company.
• Gain experience supporting customers in the Canadian market.
• Opportunity to work in a dynamic and fast-paced customer care environment.
• Develop your communication, problem-solving, and technical support skills.
• Be part of a collaborative and professional team.