Bilingual Customer Service Representative

Bilingual Customer Service Representative Job Description Template

Our company is looking for a Bilingual Customer Service Representative to join our team.


  • Effectively manage multiple accounts and provides customer support via email and telephone;
  • Handle credit card inquiries;
  • Resolve client’s concerns and identify root causes of issues/dissatisfaction for future improvements;
  • Brings forth best practice ideas and process improvements;
  • All other duties as required by the sales department and the organization;
  • Utilizes company policies and procedures while providing world class customer service;
  • Properly escalates problem situations that may impact customer satisfaction and or revenue;
  • Supports automation initiative;
  • Work with Operations for Stocking Programs;
  • Determines corrective course of action in problem situations, balancing customer satisfaction and financial costs;
  • Order entry and verification;
  • Provide direct customer support related to phone, Internet and IP TV products and services;
  • Assist customer with product details and pricing inquiries, and ensure any issue resolution;
  • On-going maintenance of customer and order database;
  • Responsible for handling incoming calls, immediately as they come in, and providing timely and accurate information to the customer.


  • Bilingualism in English and French is mandatory;
  • Demonstrated ability to work independently and without supervision;
  • Excellent English and French language skills (reading, writing, oral);
  • Demonstrated ability to use good judgment and effective troubleshooting;
  • 2 to 5 years of experience in a customer care environment;
  • Proactive problem solving and decision-making;
  • Strong desire to succeed and be able to work independently and as part of a team;
  • Ability to multi-task, prioritize and manage time effectively;
  • Excellent communication skills in both English and French – verbal and written;
  • Proven ability to work under pressure and meet deadlines;
  • Dependable, self-motivated and customer service oriented;
  • Flexibility with hours, availability between 8:00 am to 7:00 pm (Monday to Friday);
  • Our ideal candidate should have a post-secondary education;
  • Ability to represent organization in a positive and professional manner;
  • Post-secondary education is an asset.