Bilingual French Customer Service Agent - Insurance

Bilingual French Customer Service Agent – Insurance

Location: Markham (Hybrid)

Role Description:

Key Responsibilities:

• Handle inbound and/or outbound customer interactions in French (calls, emails, chats, or back office processing).
  
• Provide accurate information regarding products, services, billing, or account related queries.
  
• Resolve customer complaints and issues promptly and professionally.
  
• Document customer interactions and update records accurately.
  
• Follow service level agreements (SLAs), quality guidelines, and compliance requirements.
  
• Escalate complex issues to appropriate internal teams when required.
  
• Maintain a high level of professionalism, confidentiality, and data security.
  
• Collaborate with team members and supervisors to improve process efficiency.
  

Required Skills & Qualifications:

• Fluent French communication skills (written and verbal) — mandatory.
  
• Knowledge in P&C insurance.
  
• Knowledge in back office processing.
  
• Basic to good English communication skills.
  
• Strong customer service orientation and problem solving skills.
  
• Ability to multitask and work in a fast paced environment.
  
• Computer knowledge and familiarity with MS Office.
  
• Willingness to work in shifts, including night or rotational shifts if required.
  
• Need to meet RTO guidelines of the customer.
  

Preferred Qualifications:

• Prior experience in BPO / Call Center / Customer Support.
  
• Experience supporting international customers.