Bilingual Customer Service Representative

1 week ago

Montreal, Quebec, Canada Compunnel Inc. Full time $60,000 - $90,000 per year

This role is client-focused, taking a proactive approach to every interaction to deliver a high-quality experience. The role involves managing, resolving, and communicating service requests of increasing complexity. It also emphasizes data privacy, risk mitigation, and effective cross-functional collaboration.

You will support a group of Client Account Representatives (CARs) by handling daily tasks related to client inquiries, service issues, reporting, and case management. This includes devising and implementing service solutions in partnership with the CARs.

Key Responsibilities

  • Respond to client inquiries and resolve issues via email (clients may include internal partners, plan sponsors, and members).
  • Investigate operational errors and coordinate with cross-functional teams to deliver solutions.
  • Provide subject matter expertise and attend client meetings as needed.
  • Develop 'win-win' solutions under tight deadlines and manage role clarity across customer relationships.
  • Maintain clear, timely communication with clients regarding ongoing cases.
  • Acknowledge client emails same day if received before 2 PM EST.
  • Identify patterns in issues/errors and propose process improvements.
  • Act as the main intake for reconciliation requests and work with internal teams to manage client expectations and ensure resolutions.

Must-Have Skills

  • Bilingual in
    French and English
    (spoken, written, verbal – fully fluent in both languages)

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