Customer Service Representative (Bilingual French/English)

Work Schedule: this is a hybrid role, in-office 2 days per week (Tuesdays and Wednesdays), and working remotely 3 days per week. Qualified candidates must live within commuting-distance to our Toronto, Canada office.

Basic Function

To support the goals and objectives of the company by providing excellent customer service and supporting team members to ensure high quality, timely service delivery.

Essential Duties and responsibilities

50%

Act as the company gatekeeper by attending to incoming customer contacts via all available communication channels.

• Answer questions about terms of sale and product information.
• Inform customer about promotions.
• Recognize and measure customers’ needs to attain satisfaction.
• Build mutual relationships and trust with customers using communication skills.
• Offer accurate and complete information using the available tools and guides.
• Maintain accurate customer records and notes.
• Adhere to procedures, guidelines, and policies.

30%

Process sales and contract orders, account updates, payments, and refunds.

10%

Assist with special projects or assignments when required.

10%

Maintain a high level of product and system knowledge and work with management team to ensure proper customer service is being delivered.

Other Duties

Perform other duties as assigned by supervisor.

Job Qualifications

Education:

• College or university degree or equivalent proven working experience.

Experience:

• 1-3 years of related customer service, sales/telemarketing experience or equivalent formalized education as noted above.
• Bilingual in French and English (professional proficiency required, both verbal and written).

Other Knowledge, Skills, Abilities or Certifications:

• Excellent verbal and written communication skills, proficiency with Microsoft Office Suite, Outlook, Salesforce, and SAP (preferred), and strong organizational skills.

Key Attributes:

Believe: Demonstrate commitment to the organization, be resilient in the face of obstacles, agile, flexible and take calculated risks.

Own: Take accountability for self and team.

Travel Requirements

None

Physical Demands

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirement

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.