Bilingual Customer Service Specialist

Bilingual Customer Service Specialist

CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients' brands and design customized solutions to complex customer challenges.

As a Bilingual Customer Service Specialist, you will be responsible for providing an exceptional experience to our potential customers, existing clients, and merchant partners. You will be working closely with customers and merchants to accurately assess and respond appropriately to their needs. The right person will have good judgment, high emotional intelligence, and the ability to problem-solve and influence to find a mutually beneficial solution.

You will have flexibility to work from home with the expectation that you will need to attend events and training at our contact center location as needed. Details about the remote-working program at Flexiti will be shared with you as part of the recruitment process.

What you will be doing:

• Provide exceptional customer service while responding to all inbound customer calls and providing courteous, professional assistance.
• Process requests for replacement or reissued plastic cards.
• Confirm account balances and provide information regarding outstanding amounts owed.
• Assist customers with account registration and enrollment processes.
• Explain account statements and help customers understand transaction details and account activity
• Guide payment methods, payment processing, and due dates.
• Educate customers on how to read and interpret account statements.
• Troubleshoot customer login issues.
• Verify and confirm recent account transactions upon customer request
• Transfer customers to appropriate departments, such as the Credit Department for pending applications or the Fraud Department for suspicious transactions.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards
• Report customer feedback by adhering to the established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.

Why you would love to work here:

• You have the opportunity to be a part of an award-winning, fast-growing company
• Our innovative culture promotes ongoing learning opportunities with training and mentorship
• A new and vibrant office environment
• Competitive compensation package commensurate with experience, plus benefits.

What you should have:

• Minimum 1–2 years of customer service experience, preferably in a call center, contact center, or customer support environment
• Fluent in both English and French (spoken and written), with the ability to communicate professionally and effectively with customers across multiple channels
• Exceptional communication and active listening skills, with a strong ability to build rapport, establish trust, and foster positive customer relationships.
• Demonstrated commitment to delivering an outstanding customer experience, with a focus on achieving and maintaining high Customer Satisfaction (CSAT) scores
• Proven ability to handle customer inquiries, resolve concerns efficiently, and de-escalate challenging situations while maintaining professionalism and empathy
• Personal qualities shall include adaptability, flexibility, even-tempered, focused, and reliability.
• Strong interpersonal and relationship-building skills, with the ability to understand customer needs and provide personalized solutions.
• Analytical problem-solving skills with the ability to assess customer issues, identify root causes, and drive timely resolution.
• Adaptable, dependable, and customer-focused, with the ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Ability to work full-time according to assigned schedules, including rotational shifts, weekends, or special business requirements as needed.
• Excellent written communication skills for documenting customer interactions accurately and professionally.
• Strong computer proficiency, including experience with CRM systems and Microsoft Office applications such as Word, Excel, Teams, and Outlook.
• Must meet work-from-home requirements, including high-speed internet (minimum 50 Mbps download and 10 Mbps upload), a wired Ethernet connection, and a quiet, professional workspace free from distractions.
• Ability to connect company-provided equipment directly to a home router via Ethernet (hardwired connection).

Additional Information:

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

Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.