Bilingual Customer Service Representative

Manulife • Waterloo, ON

9d • Hybrid

About The Position

The Canadian Contact Center is looking for Bilingual Customer Service Representatives (French & English) to join our dynamic team. This is an exciting opportunity to make a real impact by delivering exceptional service and building meaningful connections with customers. You’ll love working with us because we make it easy to start your career in a supportive and flexible environment. Our hybrid work model gives you the best of both world collaboration in the office from Tuesday to Thursday and remote flexibility for the rest of the week. You’ll join a team that celebrates wins, learns together, and helps each other succeed. We’ll give you plenty of opportunities to grow, learn new skills, and build the career you want. Plus, you’ll enjoy perks like unlimited coffee, a positive atmosphere, and a team that truly values your well-being. This posting supports an ongoing hiring initiative for existing and/or future vacancies. Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Requirements

• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Experience in a fast-paced customer service environment.
• Strong technical skills and ability to navigate multiple systems.

Nice To Haves

• Call center experience will be considered a strong asset, especially within financial services.
• Empower: Inspire confidence and take initiative.
• Serve: Show genuine care and flexibility in helping customers.
• Grow: Embrace collaboration, feedback, and continuous learning.

Responsibilities

• Provide exceptional customer service to policyholders, agents, and partners in French and English via inbound calls, email, and chat.
• Handle a high volume of inquiries, analyze issues, and deliver proactive solutions.
• Use advanced technology and software to document interactions accurately and resolve concerns efficiently.
• Demonstrate empathy and emotional intelligence to build trust and positive relationships.
• Stay informed about products, services, and industry regulations to provide accurate, useful information.
• Collaborate with colleagues and other departments to resolve complex issues.

Benefits

• unlimited coffee
• a positive atmosphere
• a team that truly values your well-being
• opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance
• a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program in Canada includes holidays, vacation, personal, and sick days
• the full range of statutory leaves of absence

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed