Bilingual Customer Service Representative

2 months ago

Canada, CA Altis Recruitment Full time

Our private sector client is actively recruiting for MULTIPLE Bilingual (French & English) candidates for various positions. If you are interested in ANY of the below, please apply and we will gladly connect based on your relevant experience and interest.


ALL POSITIONS REQUIRE THE ABILITY TO QUALIFY FOR GOVERNMENT RELIABILITY CLEARANCE WHICH MEANS YOU MUST HAVE LIVED IN CANADA FOR THE LAST 5 YEARS.


  • ALL positions are located in Little Italy in Ottawa, ON (just off Preston street) and are 100% ON-SITE roles.
  • They are all working Monday - Friday between the hours of 8:00am - 8:00pm EST (rotate between 3 shifts on a monthly basis; 8am - 4pm, 9am - 5pm and 12pm-8pm).
  • Position 1 will be earning: $20.50/hour
  • Position 2 & 3 will be earning: $22.00/hour
  • These are 11 week contracts to start that will be extended or go permanent (based on performance)
  • ALL positions require you meet eligibility for a Reliability Clearance
  • ALL positions can accommodate notice periods


Position 1: Customer Service Agent


We are looking for highly talented Customer Service Agents who will serve as the first point of contact with our current clients. The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries while ensuring customer satisfaction is at the core of every decision. We offer jobs where time flies because our customers need our help all day long – jobs where weekend shifts don’t exist. Contribute your skills and strengths to help our customers deal with important decisions in their lives


Roles and Responsibilities


  • Receive phone calls, emails, and online chat requests, providing answers about the relocation policy to our customers
  • Effectively solve customer inquiries
  • Ability to communicate clearly when handling different topics
  • Identify customers’ needs, understand and clarify the information
  • Research every issue to provide solutions
  • Collaborate with your team and other team members to solve problems and share knowledge
  • Build sustainable relationships and engage customers by going the extra mile
  • Ability to assume additional responsibilities and work flexible hours as required
  • Work with minimal supervision in a fast-paced environment
  • Perform various administrative tasks to support the Contact Centre


Position 2: Planning Session Agent


This is an a great opportunity where you will be responsible for providing relocation policy advice through schedule planning sessions across different channels - telephone, video call, and chat in English and French. The successful candidate will be able to accept ownership for effectively handling customer issues and inquiries; ensuring customer satisfaction is at the core of every decision.


Roles and Responsibilities


  • Deliver a daily average of seven 30 minute planning sessions as requested by Customers
  • Record detailed notes for each planning session in the Customer’s profile for future review
  • Review and reconcile relocation files, ensuring compliance with the Relocation Directive
  • Review Customer’s submitted expense claims, while providing guidance as to what is required for future claims submissions
  • Effectively resolve complex relocation problems within the constraints of the Relocation Directive
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • Identify areas of opportunity and utilize your skill and knowledge to suggest improvements
  • Effectively manage your time while working in a fast-paced environment
  • Various administrative tasks including record keeping and data entry
  • Assist General Inquiries and Claims team with miscellaneous CAF Member communication (chats, emails, phone calls, voicemails)
  • Perform various administrative tasks to support the Contact Centre


Position 3: Claims Processing Coordinator


This is an a great opportunity where you will be responsible for the processing/verification of claims, advances and supplier invoices for our clients. As well you will analyze claims, advances, and supplier invoices to determine if eligibility requirements and claim filing requirements are met and make determinations based on the type of claims.


Roles and Responsibilities


  • Expense claim management in accordance with the relocation policy (verification and reconciliation of expenses)
  • Analyze claims, advances and supplier invoices, to determine if eligibility requirements and claim filing requirements are met and make determinations
  • Process all claim types by determining corrective action to be taken on various types of errors generated by the system and resolving these errors.
  • Accurate and timely completion of invoice verification functions
  • Deal tactfully with people in a wide variety of situations to convey a favorable corporate image
  • Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner
  • Identify area of opportunity and utilize skill/ knowledge to suggest improvements
  • Data entry
  • Analytical and detailed oriented with effective time management skills
  • Excellent administrative skills, including record keeping
  • Understanding of the Customer’s relocation budget in accordance with Relocation Policy, and the standard operating procedures
  • Provides direction/information to clients and from time to time service providers as required to ensure excellent coordination/execution of work with minimal disruption
  • Assist General Inquiries team with miscellaneous CAF Member communication (chats, emails, phone calls, voicemails)
  • Perform various administrative tasks to support the Contact Centre


Qualifications and Skills for ALL Positions


  • Professional, self-starter
  • Capable of using different methods of communication simultaneously; i.e. email, telephone, video call, and chat
  • Good interpersonal and communication skills
  • Superior customer service skills and orientation
  • Collaborative style needed
  • Ability to maintain professionalism at all times under stressful situations
  • Strong organizational skills
  • Ability to plan and manage work under time constraints, without direct supervision
  • Must qualify for an enhanced reliability clearance
  • Must pass a criminal record check
  • Bilingualism in English and French

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