Bilingual Customer Experience Representative (Contract)

FP Canada•Toronto, ON

1d•CA$55,000 - CA$60,000•Hybrid

About The Position

The Customer Experience Representative (Bilingual) serves as the primary point of contact for all FP Canada stakeholders, providing top-quality customer service in English and French via phone and email. The successful candidate for this role will develop a deep understanding of FP Canada’s policies and procedures to deliver accurate, thorough, and timely support. Responsibilities include responding to inquiries on QAFP certification and CFP certification (including pathways, education, exams, certification, renewal, and reinstatement), FP Canada standards, policies, and procedures, and FP Canada Institute education programs and courses. By offering clear and comprehensive guidance, this role ensures a seamless experience for certificants, students, and other stakeholders. Reporting into the Manager, Customer Experience, this position includes opportunities to contribute to cross-departmental and organization-wide projects, supporting collaboration across FP Canada’s operations. These initiatives support the development of organizational knowledge and professional skills.

Requirements

Fluency in both English and French (verbal and written).
A post-secondary education.
Proficiency in digital applications, including Windows, Microsoft Word, Excel, Outlook, and CRM systems.
At least a years' experience in a customer service, sales, or retail role.
Excellent verbal and written communication skills with a keen attention to detail.
Strong active listening skills and professional phone etiquette, with the ability to provide clear, accurate, and customer-focused support.

Nice To Haves

Experience providing customer service in English and French is considered an asset.
Experience in certification, education, or high-stakes examinations is an asset.
Background in customer service, sales support, or as a Client Service Representative.
Experience in a sales-focused customer service environment with the ability to identify opportunities to upsell products and services.
Familiarity with CRM systems and practices.

Responsibilities

Serve as the primary point of contact for FP Canada, representing the organization with professionalism and expertise.
Respond to inquiries from a diverse range of stakeholders—including students, certificants, exam candidates, industry partners, and members of the Canadian public—by providing exceptional customer service through phone, email, and video conferencing.
Foster a positive experience for certificants and students, maintaining strong satisfaction scores and ticket response times through effective communication and service excellence.
Master and apply a broad knowledge of FP Canada’s education, certification, and examination policies and procedures to oversee administration and ensure complete, timely, and accurate information.
Develop and maintain a strong working knowledge of FP Canada's systems and digital interfaces, mastering the end-to-end user experience in order to provide informed, actionable feedback to internal stakeholders that supports continuous improvement.
Facilitate the efficient and accurate processing and fulfillment of online applications for FP Canada examinations, certification, product orders, and FP Canada Institute offerings, including handling payments, refunds, and related transactions.
Support a positive stakeholder experience by preparing and coordinating the assembly and timely delivery of onboarding kits, renewal packages, and other mailings as needed.
Enhance team and organizational efficiency by engaging in team meetings and projects, contributing ideas for process improvements, collaborating on goal setting and achievement, and proactively sharing responsibilities.
Assist team leads as needed, offering support during high workload periods and serving as backup when necessary.
Proactively engage with current and potential certificants at critical points in their certification journey, guiding next steps and connecting them with available resources to support their continued professional development.