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Job summary

Respond to customer inquiries by phone, chat, and email, providing shipment information, scheduling pickups, and resolving concerns with internal teams. Maintain ownership and accurate records of inquiries, meet service and quality targets, and identify opportunities for additional services.

Job details

Bilingual Customer Service Representative (English/French) Location: Brampton, ON Employment Type: Full-Time Contract Pay Rate: $23.76/hour Schedule Training Period (First 6 Weeks): Monday to Friday | 9:00 AM – 5:00 PM 100% onsite training required After Training: Monday to Friday | 8:00 am to 8:00 pm, Monday to Friday with most positions scheduled for the afternoon shift Hybrid schedule: 1 week onsite / 1 week work from home Work From Home Requirements: Reliable high-speed internet connection (minimum 50 Mbps upload speed). Quiet and professional workspace. Key Responsibilities Respond to inbound customer inquiries through phone, chat, and email while meeting service and quality targets. Manage multiple customer interactions simultaneously, including handling up to three chats at once. Provide accurate shipment information, including tracking updates, delivery status, address changes, and proof of delivery requests. Investigate customer concerns and coordinate with internal departments to resolve issues efficiently. Schedule pickup requests using internal systems and provide accurate pricing information when required. Maintain ownership of customer inquiries by providing regular updates and ensuring timely resolution. Handle challenging customer situations professionally by demonstrating empathy, patience, and effective problem-solving skills. Identify opportunities for additional services and support sales lead generation initiatives. Follow established customer service processes, quality standards, and performance metrics. Maintain accurate documentation of customer interactions and resolutions. Qualifications & Requirements Fluently bilingual in English and French (spoken and written). Previous experience in a call centre, customer service, or contact centre environment. Strong communication skills with excellent telephone etiquette. Ability to manage multiple tasks and conversations in a fast-paced environment. Strong problem-solving and decision-making skills. Ability to handle difficult customer interactions professionally. Excellent written communication, grammar, and attention to detail. Strong team player with a positive attitude and high energy level. Ability to work independently and meet performance targets. Knowledge of Canadian geography is an asset. Technical Requirements Comfortable using Windows-based computer systems and Microsoft Office applications (Word/Excel). Strong computer literacy and ability to navigate multiple systems simultaneously. Ability to successfully complete an eSkills assessment, including: Typing speed assessment (minimum 38 WPM with 90% accuracy). Written communication and grammar assessment. Multitasking and system navigation simulation.

What you’ll do

Respond to customer inquiries by phone, chat, and email, providing shipment information, scheduling pickups, and resolving concerns with internal teams. Maintain ownership and accurate records of inquiries, meet service and quality targets, and identify opportunities for additional services.

Requirements

Fluency in spoken and written English and French, along with previous call centre or customer service experience, is required. Candidates should have strong communication, multitasking, problem-solving, and computer skills, and must pass typing, writing, and multitasking assessments.

Listed skills

• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Decision Making · Preferred
• Multitasking · Preferred
• Microsoft Office · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• English-French Bilingual Communication
• Customer Service
• Call Centre Experience
• Telephone Etiquette
• Multitasking
• Problem-Solving
• Decision-Making
• Conflict Resolution
• Written Communication
• Attention To Detail
• Shipment Tracking
• Customer Inquiry Management
• Sales Lead Generation
• Microsoft Office
• Computer Literacy
• Canadian Geography

Job areas

• Customer Service & Support
• Transportation
• Logistics
• Sales