Bilingual French/English Customer Service

September 21 2019
Industries Vehicles (parts, sales, maintenance)
Categories Customer Service, Call Centres, Customer service
Toronto, ON

Bilingual French/English Customer Service Representative


Canadian Dealer Lease Services Inc. offers a unique, diverse and energetic work environment. We offer a workplace that emphasizes respect, teamwork, and a place to begin and enrich your career. We are located in the heart of the city in a vibrant modern office setting; easily accessible by TTC. Choosing a career at CDLSI can mean the start of a great partnership. Working 37.5 hours of work per week, 7.5 hours per day, our business is open from 8am to 8pm. Read on to find out how you can become part of our winning Customer Service team! 

Bilingual Customer Service Representative 

Canadian Dealer Lease Services is a leading provider of white-label leasing services to the automotive industry. Our tremendous success in the Canadian marketplace has created opportunities for talented and outgoing Bilingual Customer Service Representatives to join our team. 

Job Purpose/ Scope of Role: 

The overall scope of the role is to respond tactfully and professionally to incoming inquiries and escalations from car lessees and car dealerships. More specifically, the roles and responsibilities entail:

  • Responding to inbound calls and emails from customers, addressing questions and concerns related to vehicle leases.
  • Making outbound calls to lease holders and car dealerships pertaining to leases
  • Collecting and maintaining data to ensure the accuracy of lease contracts (including information related to insurance coverage, and reports from external partners)
  • Accurately communicating the terms and conditions of customer leases
  • Supporting lease holders and car dealers with the vehicle return process

Skills and Experience Required:

  • Fluency in verbal and written French/English
  • Completion of post-secondary education
  • Previous experience in a call centre or customer service role, performing inbound and outbound call activity
  • Demonstrated experience with MS Word, Excel and Outlook
  • Advanced keyboarding skills (40 wpm or better)

Duties and Responsibilities or Job Functions

  • Ability to interact professionally with clients and coworkers
  • Ability to retain information
  • Ability to seek information through effective researching skills
  • Superior skills in computerized work tools
  • Answer inbound customer calls, investigate all issues accordingly, and troubleshoot in order to provide options to customers on acceptable resolutions on the first call.
  • Transfer knowledge to our customers with the goal to resolve the customers concern without escalating further, while educating the customer on self-service options to avoid same/similar call backs in the future.
  • Troubleshoot accounts, action all requests to the back office through internal systems to achieve resolution for the customers.
  • Customer Service Representatives are required to meet all company, department and individual metrics.
  • Keep current with the company policies and procedures, job aids; attend new training & continuous learning sessions.
  • Service our customers through multi-channeled contact (inbound calls, or outbound customer call backs)
  • Accurately type information into the system as required
  • Perform other tasks as assigned


  • General knowledge, equivalent to secondary school completion · Ideally a minimum of 2-3 years of previous experience in an inbound call center or customer service environment (Call Centre experience is preferred) ·
  • Confident ability to work with the public on the phone excellent phone manner ·
  • Excellent data entry processing reading text, document use, numeracy I year minimum experience preferred.
  • Excellent ability to work in a Windows NT Environment and comfortable navigating through the Internet.
  • Excellent verbal and written communication skills in English and French.
  • Excellent phone manners 

CDLSI welcomes and encourages applicants from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

CDLSI is an equal opportunity employer.  It is CDLSI's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job.  CDLSI does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.

CDLSI would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.

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