SUMMARY OF DAY-TO-DAY RESPONSIBILITIES: Respond to customer inquiries regarding products and services via phone or email Identify customer issues and provide solutions or appropriate follow up Resolve service or billing concerns, including refunds, exchanges, and bill adjustments Communicate claim investigation updates and planned adjustments to customers Escalate unresolved complaints to the appropriate internal departments Maintain detailed and accurate records of customer interactions and actions taken Ensure a professional, customer focused experience while meeting productivity expectations MUST-HAVE Hard Skills: 4 years of customer service experience handling customer inquiries and complaints French - Bilingual Ability to accurately document and record customer information and interactions Attention to detail and strong interpersonal skills Experience using computer applications, such as MS Outlook and data entry systems Ability to work independently and manage time effectively SOFT SKILLS: Strong verbal and written communication skills. NICE-TO-HAVE Experience handling billing adjustments, refunds, or service resolutions. Exposure to inbound and outbound call environments. Customer service experience in corporate, financial, or insurance settings , medical. Familiarity with issue escalation processes. Ability to manage high call or inquiry volumes while maintaining service quality.