Customer Service Representative

Our client, in the insurance space, is actively seeking a Bilingual Customer Service Representative to join their team.

This role provides exceptional service and support to clients, plan members, and healthcare providers. As the first point of contact, you will deliver professional, courteous, and knowledgeable assistance. The position requires adaptability in a fast-paced environment, strong communication skills in both French and English, and the ability to use technology effectively. This is a hybrid role with scheduled shifts between 8:00 AM and 11:00 PM, Monday to Sunday.

Roles and Responsibilities

• Deliver excellent customer service to clients, plan members, and providers through inbound and outbound calls, emails, and chat support.

• Assist members with enrollment and renewal processes, providing guidance on plan options and account setup.

• Support clients with account registration and provide basic technical troubleshooting.

• Accurately review, process, and adjudicate claims across multiple business areas.

• Promote self-service by guiding members through online tools and resources.

• Ensure accuracy and compliance with all client interactions, claims, and administrative tasks.

• Monitor and manage email communications for the team and redirect calls as required.

• Meet performance standards, including customer satisfaction, accuracy, and schedule adherence.

• Apply company policies, procedures, and industry standards consistently.

• Perform additional duties as required to support the team and organizational goals.

Qualifications and Skills

• Fully bilingual in French and English with professional-level written and verbal communication.

• Previous experience in a customer service, call centre, or client-facing role.

• Strong interpersonal skills with the ability to remain professional and solution-focused in stressful situations.

• Ability to work effectively in a collaborative, team-oriented environment.

• Proficiency with MS Office Suite and web browsers.

• Comfortable multitasking in a technology-driven environment.

• Strong attention to detail and commitment to accuracy.

• Ability to remain seated for extended periods.

• Prior experience in healthcare or insurance administration is considered an asset.

Education

• College diploma or University degree is an asset but not required.