Bilingual Customer Service Representative

Location Requirement: Must be located in Ontario

We are seeking a dynamic and customer-focused Bilingual Customer Service Representative to join our team.

In this role, you will be the primary point of contact for our customers, providing exceptional support and service in both English and French.

The role requires the ability to speak and write in Frech for the Quebec market.

Your ability to effectively communicate with clients across different linguistic backgrounds will be crucial to ensuring their satisfaction.

Why join us?

Full-time, 8-hour shifts with a fixed schedule (up to 40 hours/week).

Competitive pay: $22.00/hour + monthly performance bonuses.

Comprehensive benefits plan after only 30 days of employment.

Opportunity to participate in our RRSP program with company match after 1 year.

Paid training and time off.

Career growth opportunities in a supportive, inclusive environment.

No sales required.

Schedule Requirements:

Must be available for full-time work.

Afternoon, evening, and weekend availability required.

Key Responsibilities 

•    Handles customer requests on behalf of Aspire Lifestyles' clients, from home office via phone, email, and/or chat  

•    Researches and fulfills requests from customers in the United States and abroad for the following categories: Dining, Entertainment, Travel, Sports and Recreation, Tourist and City, Household, Shopping, and Unusual Requests.    

•    Interacts with customers to provide information in response to inquiries and to handle and resolve complaints   

•    Provides accurate and timely information regarding requests 

•    Applies high quality customer service guidelines when fulfilling customer requests  

•    Leverages current partners and utilizes Internet and other resources to fulfill requests   

•    Communicates responses in a clear, professional, timely and concise manner   

•    Represents clients in a professional, courteous manner 

•    Attending meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers   

•    Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, etc.).   

•    Applies client and Aspire Lifestyles policies as applicable whenever interacting with customers   

•    Key data into the computer system and view a computer screen repetitively.  

•    Respond to customer inquiries via phone, email, and chat in both English and Quebecois French. 

•    Other duties as assigned.   

Knowledge, Skills & Competencies

•    Able to communicate effectively.   

•    Ability to build relationships quickly 

•    Seeks and listens to customer feedback for continuous improvement 

•    Takes direction from supervisors and managers to better serve the customers. 

•    Establishes and maintains credibility and trust customer and internal partners by producing high quality service 

•    Demonstrates intermediate to advanced computer expertise
 

•    Skills using Work, Outlook and Excel

•    Converts original ideas and creative approaches to practical solutions 

•    Quick and resourceful in mastering facts

•    Motivates others  

•    Utilizes experience and knowledge to effectively manage case resolution and de-escalate in the most effective and efficient way 

•    Use peer relationships to coordinate the resolution of complex cases  

•    The incumbent must have two years' customer service experience   

•    Able to source information from a variety of resources  

•    Able to use web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information 

•    Knowledge of the Quebec market and its unique customer needs is a strong plus.   

Work Experience & Qualifications 

•    2+ years related customer service experience.    

•    Hospitality and Service orientation a must, direct experience is highly desirable  

•    Travel agency experience a plus 

Language Requirements 

•    Fluency in English and French, including native-level proficiency in Quebecois French, with excellent oral and written communication skills. 

Travel, Schedule & Availability   

•    This position is a non-travel position.

Work Environment & Physical Requirements  

•    Must have a dedicated, quiet, and private workspace free from distractions.

•    Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.

•    Reliable high-speed uninterrupted internet connection meeting minimum company standards.

•    Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

•    Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.

•    May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies.

Aspire Lifestyles is dedicated to providing accessible services to all individuals, including those with disabilities. Accommodations are available upon request throughout the selection process.