Bilingual Escalation Specialist (French and English Required)
Remote – Ontario
Introduction
Are you a bilingual customer service professional ready to take your experience to the next level? Our client is seeking a Bilingual Escalation Specialist for a 12-month contract in a remote, work-from-home position.
Fluency in French and English is required for this role, as you will support customers and business partners across Canada. You will handle escalated customer concerns, navigate sensitive conversations, and collaborate with internal stakeholders to reach effective resolutions.
This is a growth-focused opportunity for someone who wants to develop advanced skills in escalation management, conflict resolution, customer retention, and stakeholder collaboration.
Salary: $55,000 to $65,000 per year
Contract: 12 months
Work arrangement: Remote, work from home
Vacancy status: Existing vacancy with immediate availability
What You’ll Do
As a Bilingual Escalation Specialist, you will step in when customer situations require a higher level of attention, judgment, and problem solving. You will investigate escalated cases, clarify customer concerns, gather the information needed to determine next steps, and work with internal stakeholders to reach appropriate resolutions.
You will also have the opportunity to strengthen your professional capabilities by managing complex conversations, leading discussions with stakeholders, and independently handling eligible financial assistance requests designed to support customer retention.
Responsibilities
- Review and manage customer cases escalated from frontline teams and other internal or external stakeholders.
- Handle incoming and outgoing customer calls professionally.
- Investigate concerns and gather the information required to support effective case resolution.
- Work with management and internal stakeholders to determine appropriate approaches for complex or sensitive customer situations.
- Coordinate and lead discussions with stakeholders to build consensus and establish direction.
- Independently handle eligible financial assistance requests related to customer retention.
- Apply conflict resolution and de-escalation techniques during challenging conversations.
- Communicate with customers using professionalism, tact, diplomacy, and sound judgment.
- Manage multiple priorities and pivot between tasks as business needs change.
- Complete other related responsibilities as assigned.
Qualifications
- Fluency in French and English is required.
- 3 or more years of contact centre, customer service, or related customer-facing experience.
- College education is preferred.
- Strong customer service and relationship-management abilities.
- Professional verbal and written communication skills.
- Ability to de-escalate challenging customer situations effectively.
- Ability to multitask and adjust priorities in a fast-paced environment.
- Confidence working collaboratively with different stakeholders.
- Training or experience handling crucial or difficult conversations is considered an asset.
Benefits
- Competitive annual salary of $55,000 to $65,000.
- Remote, work-from-home arrangement, with occasional access to an assigned office workspace when required.
- Opportunity to build advanced experience in escalation management and conflict resolution.
- Exposure to complex case management and cross-functional stakeholder collaboration.
- Opportunity to strengthen negotiation, communication, and customer retention skills.
- Experience that can support continued professional development and future career growth.
- A 12-month contract that provides the opportunity to expand beyond traditional frontline customer service responsibilities.
Why Work with Us
If you are ready to build on your customer service experience and take ownership of more complex situations, this opportunity offers an exciting next step. You will develop valuable experience handling escalations, resolving challenging concerns, collaborating with multiple stakeholders, and communicating decisions with confidence and professionalism.
Our client offers a remote professional environment where your bilingual communication skills and ability to navigate difficult conversations can make a meaningful contribution. This is an opportunity to expand your capabilities while gaining experience that can support your continued career development.
Disclosure: “Bilingual Source uses artificial intelligence (AI) technology to assist in screening and assessing applicants for this position. This technology helps us match your unique language skills and professional experience with the specific needs of our clients. Final hiring and interview decisions continue to be made by our human recruitment experts.”
Vacancy: This is an existing vacancy with immediate availability. Our client is currently seeking Bilingual Escalation Specialist (French and English Required).