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 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.

About Us:

We're a fast-moving startup on a mission to revolutionize the call centre industry using the power of AI and Large Language Models. We’re building intelligent systems to enhance customer experience, supercharge agent performance, and drive operational excellence.

Through advanced conversational AI, we build systems that understand, adapt, and evolve with every conversation. Our platform powers decision-support tools and intelligent virtual agents helping call centers deliver faster, smarter, and more human customer service—where every interaction matters.

Job Description:

The Customer Service Representatives who are critical thinkers, who are committed to helping our members on a daily basis, who have the ability to work in a fast-paced environment, and are enthusiastic about acting as our company's first point of contact.

Core Responsibilities (include, but not limited too)

• Answer questions about health benefits and plan eligibility, payment inquiries and other general questions.
• Quickly assess and resolve issues while providing effective strategies for first-call resolution.
• Are dedicated to customer service excellence and demonstrate a high level of commitment in all areas.
• Manage customer interactions efficiently while meeting quality and productivity standards.
• Accurately document customer interactions in the CRM system.
• Escalate complex issues when necessary while ensuring appropriate follow-up.
• Maintain excellent time management and organizational skills in a fast-paced environment.
• Deliver a positive customer experience by demonstrating empathy, active listening, and problem-solving skills.

Requirements:

• While previous call center experience is not a requirement, those who do very well in this position have experience serving customers over the phone, are capable of multi-tasking while providing excellent customer service, and demonstrate a high level of attention to detail.
• Enjoying helping others is a non-negotiable requirement.
• Can easily communicate both by phone and email and speaks in a clear, concise and friendly manner.
• Has a desire to see things through to the end and enjoys new challenges.
• Relevant training, education or work experience in the areas of customer service or health.
• Excellent technical skills, ability to manage multiple tasks at once and switch between software without difficulty, while simultaneously continuing to assist the caller.
• Ability to answer both difficult and easy calls.
• Be an expert in problem solving, understand the needs of members and quickly learn how to achieve the best results in all settings.
• Fully bilingual (French/English)
• Strong PC skills, including proficiency in Microsoft Word, Excel, and Outlook.

Competencies:

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask and adapt between voice and email support.
• Ability to work efficiently under pressure while maintaining accuracy and professionalism.
• Strong analytical skills with the ability to understand customer needs and recommend appropriate solutions.
• Comfortable working in a fast-paced, performance-driven environment.

CXAi welcomes and encourages applications from people with disabilities. Accommodation is available upon request for candidates participating in all aspects of the selection process.

Start your exciting journey with CXAI today!