Bilingual (French/English) Customer Care Specialist

Description

Bilingual (French/English) Customer Care Specialist

Location: Toronto, ON – Currently hybrid — 3 days in office * Moving to 5 days/week in office
Job Type: Full-Time
Schedule: Monday – Friday – 9:00am – 5:00 pm (30 -minute lunch)
Compensation: Up to $60,000 + 10% annual bonus (combination of individual and company performance)

Perks:

• Comprehensive medical and dental benefits
• 80% of the benefit premiums are paid by company
• Benefits become effective after 3 months of employment
• 3 weeks of vacation

Company Overview
Our client is a Canadian financial services company that provides consumer financing for home improvements.

About the Role

We are seeking a high-performing, energetic Bilingual (French/English) Customer Care Specialist to join our growing team. In this role, you will be responsible for resolving customer inquiries, recommending solutions, and delivering an exceptional customer experience. As the first point of contact, you will play a key role in establishing and maintaining our reputation for outstanding customer care.

You will report to the Team Lead of Customer Care and work closely with internal teams and key stakeholders to support business growth. This is a full-time position, and you will be eligible to participate in the competitive employee benefits package.

Responsibilities

Key Responsibilities

• Provide professional and courteous bilingual customer support (French and English) via phone, email, and chat.
• Effectively handle incoming calls, resolve customer inquiries, and address concerns in a timely and positive manner.
• Accurately document customer interactions in the CRM system and escalate issues as needed.
• Make outbound calls to follow up on customer requests, resolve disputes, and ensure customer satisfaction.
• Address inquiries regarding customer accounts, payments, and financing options.
• Collaborate with internal teams, external vendors, and customers to facilitate smooth operations.
• · Complete administrative tasks related to customer interactions, including data entry and transaction documentation.
• Continuously strive to enhance the customer experience by providing feedback and suggesting process improvements.
• Assist with additional duties and projects as required.

Qualifications

Qualifications & Requirements

• Fully bilingual in French and English (verbal and written) required.
• Minimum 3 years of financial industry experience
• 1–2 years of customer service experience, preferably in a business-to-business-to-consumer (B2B2C) environment.
• Call center experience (1–2 years) is preferred.
• Proficiency in Microsoft Office and Google Suite.
• Strong ability to manage multiple priorities within tight deadlines while maintaining accuracy and attention to detail.
• Excellent judgment and problem-solving skills.
• Highly organized, self-motivated, and results-driven with strong time management skills.
• Ability to quickly learn new systems and adapt to evolving procedures.
• Exceptional customer service and relationship management skills.
• Strong communication skills with a positive, confident, and professional demeanor