Bilingual Customer Service Representative /Customer Analyst - 2739

Duration: Until 26 Oct 2025 (possibility of extension) Location: Markham (Training fully on-site 2 weeks, then hybrid) Hybrid Schedule: Starting shift needs to be flexible. Our business hours are Monday - Friday 8am - 6pm. Start times can be anywhere from 8am-10am. Current state agents are in office twice a week, dedicated days are Tuesday and Wednesday unless required for other days but the expectation is that agents are to report 100% into the office. Description: Accountabilities: • Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries. • Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information. • Ensure that ticket lifecycles do not exceed defined standards. • Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner. • Build, modify, and remove system access as requested, closely adhering to defined standards. • Provide support on systems when called upon by peers, particularly junior members. • Maintain up-to-date knowledge of supporting systems and provide cross-training as needed. • Prioritize and manage multiple requests based on the urgency and impact of each request. • Identify trends with brokers and take the lead to work with the BD team on training initiatives. Qualifications: • College or University Degree, preferably in Business Management or a related field. • Minimum of 1-2 years of experience in a customer contact center. • Proficiency in relevant computer applications and call center systems. • Good typing skills at a medium to fast rate with accuracy. • Bilingual proficiency in French and English. • Strong customer service orientation. • Excellent written and verbal communication skills. • Outstanding problem-solving skills. • Strong interpersonal and organizational skills. • Self-directed and adaptable. • Basic understanding of broker operating environments and insurance principles. • Basic knowledge of Underwriting principles. • Ability to effectively handle all Broker & customer requests from start to finish. • Ability to keep abreast of all Broker communication and changes in guidelines and technology. • Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives. • Ability to troubleshoot and identify the root cause of technical issues. • Efficiently prioritize complex issues for further investigation. Apply

Location: Toronto, Ontario, CA

Posted Date: 7/3/2025