Bilingual Contact Centre Representative

Job summary

Handle inbound and outbound customer calls, resolve inquiries, explain services and financial solutions, and document interactions accurately. Discuss outstanding balances, negotiate repayment arrangements, and identify opportunities to enroll customers in debt management programs while meeting quality and compliance standards.

Job details

6-month Contract Pay Rate: $17.95 Flexible availability required 10 weeks onsite for training/nesting (5 days/week) Hybrid schedule after training (2 days onsite, 3 days remote) Opportunity to earn preferred shifts REQUIRED SKILLS AND EXPERIENCE Strong verbal and written communication skills in French and English Previous customer service experience Experience working in a call center environment Comfortable managing a high volume of inbound and outbound calls Strong empathy and ability to make customers feel heard and valued Excellent problem-solving skills with the ability to resolve issues efficiently Patient and able to remain calm under pressure Adaptable to different customer personalities and changing situations Positive attitude with a professional approach to difficult interactions Strong attention to detail and accurate documentation skills Accountable and takes ownership of customer concerns through resolution Strong multitasking skills with the ability to manage calls, emails, and chats simultaneously Highly responsive in a fast-paced environment with competing priorities JOB DESCRIPTION Insight Global is seeking Customer Service and Collections Representatives to join a fast-paced contact center environment. This role requires individuals who are comfortable handling both inbound and outbound calls, providing exceptional customer service, and supporting customers with financial solutions. Successful candidates will have strong communication skills, previous call center experience, and the ability to build rapport with customers while managing high call volumes. Responsibilities Handle inbound and/or outbound customer calls in a professional and empathetic manner. Provide excellent customer service and resolve customer inquiries efficiently. Educate customers on available services and solutions. Maintain accurate documentation of customer interactions within internal systems. Meet productivity, quality, and compliance standards in a call center environment. Communicate with customers regarding outstanding balances and repayment options. Act as a consultative salesperson by identifying opportunities to enroll customers in debt management programs. Negotiate payment arrangements while maintaining a positive customer experience. *We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position. *Pay range for this role is between CAD. Vacancy: This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.

What you’ll do

Handle inbound and outbound customer calls, resolve inquiries, explain services and financial solutions, and document interactions accurately. Discuss outstanding balances, negotiate repayment arrangements, and identify opportunities to enroll customers in debt management programs while meeting quality and compliance standards.

Requirements

Candidates need strong verbal and written communication skills in French and English, previous customer service experience, and call center experience. They should be empathetic, patient under pressure, detail-oriented, adaptable, and able to manage high call volumes and multiple communication channels.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• adaptability · Preferred
• Attention to detail · Preferred
• Multitasking · Preferred
• Debt management · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• French and English Communication
• Customer Service
• Call Center Experience
• Inbound and Outbound Call Handling
• Empathy
• Problem-Solving
• Conflict Resolution
• Attention to Detail
• Accurate Documentation
• Accountability
• Multitasking
• Adaptability
• Payment Negotiation
• Debt Management
• Customer Relationship Building

Job areas

• Customer Service & Support
• Finance & Accounting
• Sales

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