Bilingual Customer Support Agent

Are you a compassionate communicator looking to make a meaningful difference while growing your career in customer care? As a global leader in talent solutions, Randstad is seeking a dedicated Bilingual Customer Support Agent to join a specialized team in Mississauga. In this role, you will be the first point of contact for individuals seeking support, providing a professional and empathetic experience that aligns with the highest standards of customer care.

This is a permanent, full-time opportunity within our customer care division, offering a hybrid work model following an initial probationary period. As a Bilingual Customer Support Agent, you will handle sensitive inquiries related to self-exclusion programs, ensuring that every participant and member of the public receives accurate information and supportive guidance. You will be part of a team where customer care isn't just a department—it's a commitment to human well-being and regulatory excellence.

As a Bilingual Customer Support Agent, fluency in both English and French is essential. You will be responsible for communicating complex program information and providing emotional support to a diverse range of callers across Canada. Your ability to pivot seamlessly between languages ensures that our commitment to inclusive customer care is met for all participants, regardless of their primary language.

Randstad Professional:
Find the right job, love what you do, and develop your career. With access to a wide range of roles with top employers, a global community of professional peers, and specialized training and support, we’ll be your guiding partner and help you build a rewarding career.

Advantages

• Competitive annual salary of $60,000.

• Permanent, full-time position with long-term career stability.

• Hybrid work flexibility in the Mississauga area following probation.

• Opportunity to work in a specialized field that provides vital support to the community.

• Access to Randstad’s expert recruiters who provide ongoing career coaching and support.

• Collaborative work environment with a focus on professional development and well-being.

Responsibilities

• Handle inbound calls and webform inquiries from the general public and registered participants with a focus on high-quality customer care.

• Provide assisted registration support for individuals who are unable to complete self-service registration.

• Process account changes, profile updates, and general inquiries within the CRM system.

• Recognize signs of distress and perform warm handoffs to crisis support services when necessary.

• Verify caller identity using established authentication methods to maintain strict privacy and confidentiality.

• Respond to basic operator inquiries regarding portal access, password resets, and authenticator setup.

• Escalate complex technical or regulatory matters to specialized L2 Tech Agents.

• Maintain accurate documentation in the case management platform for audit and compliance purposes.

• Meet established service level agreements (SLAs) for response and resolution times.

• Follow Standard Operating Procedures (SOPs) and Quick Reference Guides to ensure consistent customer care.

Qualifications

• Must be fluently bilingual in English and French.

• 1-2 years of experience in a contact centre or a specialized customer care environment.

• Available for rotating shifts between 9 AM and 10 PM ET, Monday to Friday.

• Canadian citizenship or legal authorization to work in Canada.

• Ability to pass a standard criminal record check.

• Previous experience in crisis support, mental health, or regulated industries is highly desirable.

• High school diploma or equivalent; post-secondary education in a related field is an asset.

Summary
At Randstad, we are more than just a recruitment firm; we are your partner in success. Our recruiters are experts in customer care and are dedicated to finding the perfect match for your skills and ambitions. If you are looking for a role that offers both professional fulfillment and the chance to help others, we encourage you to apply today.

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