Bilingual Customer Service Representative (MTL, QC)

About the position

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

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.

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.

Benefits

  • Hourly salary of \$23.69.
  • Permanent position between 32 and 40 hours per week.
  • 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.
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