Bilingual Customer Service Representative (SHB, QC)

Recrute Action•Sherbrooke, QC

9d•Hybrid

About The Position

This is a permanent position in travel assistance within a dynamic international environment. The customer service role involves supporting travelers during medical and non-medical situations, coordinating required services, and explaining insurance coverage. The role features a rotating schedule from 7 am to 11 pm and operates under a hybrid work model, requiring office presence in Montréal or Sherbrooke.

Requirements

College diploma or equivalent.
Experience in customer service, telecommunications, or claims assistance.
Bilingual in English and French to assist clients in both languages.
Excellent communication skills and professionalism.
Strong customer service orientation.
Ability to work in a dynamic, team-based environment.
Strong computer skills including Microsoft Office and Internet use.

Nice To Haves

A third language will be considered an asset.

Responsibilities

Answer incoming client calls and provide professional and empathetic support.
Act as a resource person for insured members, their families, and medical facilities regarding coverage and benefits.
Open claim files and direct clients to the appropriate healthcare providers.
Explain travel insurance coverage, including applicable exclusions and maximum limits.
Authorize certain medical tests and coordinate required services when necessary.
Assist clients throughout the claims process and ensure appropriate follow-ups.
Document interactions and transactions in the claims management system.
Collaborate with various departments to resolve client requests and complaints.
Maintain a high level of customer service in a fast-paced, team-oriented environment.

Benefits

Hourly salary of $23.69.
Permanent position between 32 and 40 hours per week.
The number of hours may vary based on operational needs.
Full-time, on-site presence required during the first three (3) months for training.
After training, transition to a hybrid work model with a requirement to be in the office six (6) days per month.
Rotating schedule based on business needs.
Availability required from 7 am to 11 pm, Sunday through Saturday, including holidays.
Business hours may change based on operational requirements.
3 weeks of vacation.
Comprehensive group benefits including health insurance (prescription drugs covered at 100%), dental insurance, life insurance, and travel insurance.
Retirement savings plan.
Flexible work environment with various on-site amenities including on-call doctors and dining facilities.
Wellness program including a fitness center, physical activities, and health-related conferences.
Opportunities for career advancement and professional development.
Financial assistance program for continuing education.