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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong bilingual communication skills in French and English, with a focus on customer assistance through phone and live chat. Capable of managing multiple customer interactions while maintaining accuracy and attention to detail in a fast-paced environment.
Highest-signal resume keywords
Bilingualism (French/English)Customer Service ExperienceTyping Speed 40+ WPMMultitasking SkillsProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent Written CommunicationExcellent Spoken CommunicationEmpathyFlexibilityAttention to Detail
Industry Keywords
Customer AssistanceLive Chat SupportCall HandlingService StandardsDe-Escalation TechniquesFast-Paced EnvironmentHigh-Speed Internet ConnectionDedicated Workspace
About the role
Key responsibilities & impact- Provide customer assistance via phone and live chat for delivery status, redirected mail, rates, and general service questions
- Manage multiple chats while responding within service standards
- Ramp chat concurrency from 1 chat during the first 2 days, to a maximum of 2 chats during days 3–10, and 3 chats from day 11 onward
- Handle incoming calls professionally, empathetically, and with a solution-focused attitude
- Accurately document customer interactions and follow processes while navigating multiple tools
- Adapt to evolving customer needs and support requirements across calls, chat, or both depending on business demand
Requirements
What you’ll need- Bilingualism (French/English)
- Ability to answer calls in English between 50% to 80% of the time
- Typing speed of 40+ WPM with accuracy
- Available to work full-time, up to 40 hours per week
- Must reside within the hiring location
- Reside in Québec (zone associated to the Laval office)
- Reliable high-speed internet connection (minimum 25 MBPS)
- Dedicated, quiet workspace free of distractions
- Flexibility to work evenings and weekends
- Excellent written and spoken communication skills
- Ability to de-escalate and resolve customer concerns
- Strong multitasking and problem-solving skills, with attention to detail
- Comfortable working under pressure in a fast-paced environment
- Previous customer service experience is an asset
Benefits
Comp & perks- Premiums for weekend hours and bilingualism
- Fully-paid training and coaching program
- Work from home – equipment provided
- Full benefits package after six months, including medical, dental, and life insurance
- Enhanced RRSP contributions
- Discounts on insurance
- Career progression opportunities to advanced roles as you gain experience