Customer Service Agent (Bilingual French/English) (Mississauga)

Job Overview We are seeking a dynamic and experienced Bilingual Customer Service Representative (French/English) to support the day-to-day operations of our customer service team. This role is well suited for an individual who combines strong customer service knowledge with excellent communication, facilitation, and interpersonal skills. Key Responsibilities – Customer Service Agent (Bilingual French/English) - Provide timely, accurate, and professional customer support in both English and French via phone, email, chat, or other communication channels - Respond to customer inquiries regarding products, services, policies, and account information while ensuring clarity and consistency in both languages - Resolve customer issues effectively by identifying needs, investigating solutions, and following through to completion - Document customer interactions accurately in ticketing systems, including notes, actions taken, and outcomes - Escalate complex or unresolved issues to appropriate teams in accordance with established procedures - Maintain a high level of customer satisfaction by demonstrating empathy, active listening, and cultural sensitivity - Meet or exceed individual and team performance metrics, including service levels, quality standards, and productivity targets - Adhere to company policies, regulatory requirements, and confidentiality standards always - Stay current on product knowledge, service updates, and process changes through ongoing training Skills & Competencies - Strong listening, comprehension, and translation skills in English and French - Professional and calm approach when handling difficult or escalated customer interactions - High level of cultural awareness and sensitivity when serving diverse customer populations - Ability to work independently while contributing effectively as part of a team - Strong organizational skills with attention to detail in documentation - Positive attitude, adaptability, and a solid sense of ownership - Able to commute between sites within Canada Preferred Experience - Previous experience providing customer service support in both English and French, verbally and in writing - Minimum of 2 years experience working in a call centre, contact centre, or customer-facing environment - Exposure to supporting customers across multiple communication channels (phone, email, chat, or digital platforms) - Experience serving customers in Quebec and/or other francophone markets - Familiarity with CRM, case management, or ticketing systems for documenting customer interactions - Experience working in high-volume or rapid-paced service environments while maintaining quality and accuracy - Understanding of key customer service metrics such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT) - Prior experience in regulated or service-driven industries (e.g., financial services, telecommunications, insurance, healthcare) is considered an asset - Demonstrated ability to de-escalate challenging situations and adapt communication style to diverse customer needs Pay: $22.00-$23.00 per hour Expected hours: No less than 40.0 per week Application question(s): - Do you have experience using CRM systems, case management tools, or ticketing systems to document customer interactions? - Are you able to commute between different work sites within Mississauga/Canada? - In which workplace do you have experience: call centre, contact centre, or customer-facing roles? - Do you have experience serving customers in Quebec and/or other Francophone markets (in English and French)? Experience: - Customer Service Agent (Bilingual French/English): 2 years (required) Work Location: In person Apply on Kit Job: kitjob.ca/job/2pj2iw