Customer Service Advisor – English/French Speakers

About the role

The Customer Service Advisor will interact with clients through inbound and outbound calls or online channels, providing support and resolving routine issues related to the client’s products or services. This bilingual position requires fluency in English and French and focuses on delivering service that meets contractual KPIs.

Key responsibilities

• Ensure service delivery aligns with agreed Key Performance Indicators.
• Clarify customer requirements, use decision‑support tools, and provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Maintain courteous, professional greetings and follow established procedures.
• Keep up‑to‑date knowledge of client products and services.
• Accurately document interactions and update the call tracking database.
• Participate in initiatives aimed at improving customer satisfaction and business performance.
• Identify opportunities to offer additional products or services.

Required profile

• Polite with a strong customer‑service orientation.
• Excellent written and verbal communication skills in English and French.
• Dependable with strong attention to detail.
• Ability to multitask, adapt quickly to changes, and handle repetitive work in a fast‑paced environment.
• Team player who can also work independently.
• Patience and professionalism in all customer interactions.
• Willingness to rotate shifts as needed.

Required skills

• Proficiency with decision‑support tools and call tracking systems.