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Job summary

Provide professional customer service to active and retired benefits participants via phone, chat, and email in both French and English. Resolve inquiries, guide participants through procedures, and collaborate with internal teams to handle complex requests.

Job details

Job ID: 14398 Job Title: Customer Service Representative – Bilingual (French/English) Contract Length: 6 Months Location: Hybrid – Montreal, QC Federal Government Clearance Level Required: None Vacancy Type New Position ________________________________________ About Us Maplesoft Group is currently seeking a Bilingual Customer Service Representative for a 6-month contract opportunity. This role will provide high-quality customer service to active and retired benefits participants through phone, chat, and email. The successful candidate will assist with inquiries, provide accurate information, resolve issues, and collaborate with internal teams to address more complex requests. This is a dynamic, customer-focused environment supporting some of the largest organizations in Canada with employee benefits administration and HR technology solutions. ________________________________________ Position Summary The Customer Service Representative (CSR) is responsible for delivering professional and responsive customer service to active and retired benefits participants. The CSR will handle inbound calls, secure online requests, emails, and chats in both French and English. The successful candidate will use available systems and resources to provide complete and accurate information, guide participants through required procedures, resolve inquiries where possible, and escalate more complex issues requiring additional research or follow-up. ________________________________________ Key Responsibilities Provide professional and courteous customer service by phone, email, and chat in both French and English. Respond to inquiries from active and retired benefits participants and provide accurate information. Guide participants through applicable procedures and next steps. Investigate and escalate complex inquiries or issues requiring additional research and follow-up. Act as a liaison between participants and internal teams to facilitate issue resolution. Identify recurring issues and provide recommendations to improve processes and customer service. Participate in ongoing training, coaching, team meetings, initiatives, and special projects. Navigate computer systems, Microsoft Windows, and related applications to access required information. Manage high-volume interactions while maintaining professionalism and service quality. Work overtime when required to meet business needs. ________________________________________ Required Qualifications Minimum 1 year of customer service-related experience. Fluency in both French and English, written and verbal. Strong verbal and written communication skills. Strong customer service and problem-solving skills. Ability to learn and retain large amounts of information quickly. Ability to work effectively in a high-volume, fast-paced environment. Strong computer skills, including Microsoft Windows navigation and keyboarding. Ability to adapt to changing priorities and business requirements. ________________________________________ Preferred Qualifications Previous call centre or contact centre experience. Previous experience in employee benefits administration. Previous HR experience. Experience working with benefits administration systems or HR technology platforms. Demonstrated ability to identify process improvements and make recommendations. ________________________________________ Compensation Salary Range: Competitive / Based on Experience ________________________________________ Our recruitment process is led by human recruiters who review all applications and make the final hiring decisions. We use AI-assisted tools to help screen and organize applications. These tools do not replace human judgment, and all hiring decisions are made by people. Please note that data collected by the Company may be stored or processed on servers located outside of Canada. ________________________________________ Application Submission Details Submission Deadline Ongoing Opportunity – Applications accepted on an ongoing basis. How To Apply Click the "APPLY NOW" Button below: ________________________________________ Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.

What you’ll do

Provide professional customer service to active and retired benefits participants via phone, chat, and email in both French and English. Resolve inquiries, guide participants through procedures, and collaborate with internal teams to handle complex requests.

Requirements

Requires at least one year of customer service experience and full fluency in written and verbal French and English. Candidates must possess strong computer skills and the ability to work in a high-volume, fast-paced environment.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• issue resolution · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual French and English
• Customer Service
• Problem Solving
• Communication Skills
• Microsoft Windows
• Keyboarding
• Benefits Administration
• HR Technology
• Call Centre Operations
• Issue Resolution

Job areas

• Customer Service & Support
• Human Resources
• Administrative
• Consulting