BPO - Canadian French (Québécois) Customer Support Representative (On-site Setup)

About the Role

Are you fluent in Canadian French (Québécois) and English with a passion for helping customers? Join our team and become the trusted point of contact for customers of a leading telecommunications provider.

As a Bilingual Customer Service & Technical Support Representative, you will assist customers with account-related inquiries, billing concerns, service activations, and technical troubleshooting for wireless, internet, home phone, and other telecommunications services. You'll combine excellent customer service with strong problem-solving skills to deliver an outstanding customer experience.

If you thrive in a fast-paced environment, enjoy resolving technical concerns, and are committed to providing exceptional service, we'd love to hear from you.

What You'll Do

• Deliver exceptional customer support in Canadian French (Québécois) and English through inbound calls and other support channels.

• Assist customers with billing inquiries, account management, plan changes, payments, and service requests.

• Troubleshoot issues related to mobile, internet, home phone, and other telecommunications services.

• Guide customers through device setup, activation, service restoration, and basic technical troubleshooting.

• Identify customer needs and recommend the most suitable products, services, or solutions when appropriate.

• Accurately document customer interactions using CRM and support systems.

• Escalate complex technical or account-related concerns to the appropriate teams.

• Stay up to date with products, service offerings, policies, and system enhancements.

• Meet or exceed established quality, productivity, customer satisfaction, and attendance metrics.

What We're Looking For

Required Qualifications

• Native or near-native fluency in Canadian French (Québécois) with excellent verbal communication skills.

• Professional proficiency in English, both spoken and written.

• At least 1 year of experience in Customer Service, Technical Support, or a Contact Center/BPO environment.

• Experience supporting telecommunications, wireless, internet, cable, or technology-related accounts is highly preferred.

• Strong troubleshooting and analytical skills with the ability to simplify technical concepts for customers.

• Excellent communication, active listening, and interpersonal skills.

• Comfortable working with multiple applications while speaking with customers.

• Willing to work rotating shifts, weekends, holidays, and overtime as business requires.

Preferred Qualifications

• Experience supporting Canadian customers.

• Sales or cross-selling experience within a customer support environment.

• Familiarity with CRM platforms, ticketing systems, and knowledge base tools.

• What Makes You Successful

• You communicate naturally and confidently in Québécois French.

• You enjoy solving problems and finding the right solution for every customer.

• You remain calm and professional in challenging situations.

• You are customer-focused, empathetic, and detail-oriented.

• You learn new systems and technologies quickly.

• You thrive in a collaborative, performance-driven environment.

Technical Requirements

• Strong computer navigation and multitasking skills.

• Proficiency with Microsoft Office and web-based applications.

• Minimum typing speed of 35 WPM.

• Ability to quickly learn new systems and telecommunications platforms.

Why Join Us?

• Competitive compensation package

• Opportunities for career growth and professional development

• Collaborative and inclusive work environment

• Comprehensive training and continuous learning

• Work with a global team supporting customers across Canada