Customer Service Representative – Bilingual (English/French)
Posted:
Feb 5, 2026
Job Title:
Customer Service Representative - Bilingual - Waterloo, ON
Company:
HGS
Job Type:
Full Time
Close to Public Transit:
No
Compensation:
$20/hr
Duties:
- Communicate with customers through inbound calls related to billing, payments, existing and new services, promotional offers, and service upgrades/downgrades
- Identify customer needs through active listening to answer questions, help with troubleshooting, or make product recommendations based on customer needs
- Take a consultative approach with customers who are experiencing issues with their service by taking ownership of the problem and resolution
- Use multiple computer systems to search for products, services, common problems, and available solutions
- Document customer needs, interactions, and outcomes in the appropriate tool or system, including creating additional requests if issues cannot be resolved in real-time
- Create a "WOW" factor in every interaction through exceptional communication skills, owning the interaction and speed of service
- Regular 1:1 coaching sessions with your supervisor to ensure you are meeting KPIs
Skills:
- You're at least 18 years of age, you have a High School Diploma or Equivalent. You must be living within 45 minutes (commuting distance) and able to work in Waterloo, Ontario Office
- You can work between the hours of [6 AM and 10 PM EST], but have flexibility as business needs may change
- You have Social Media experience
- You have at least 6 months of customer service experience and understand the value of coaching/feedback
- You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
- Demonstrate a caring, supportive and friendly nature in every interaction with confidence and urgency
- You're computer savvy, comfortable sitting at a desk and working with multiple monitors
- You're results oriented and comfortable providing customers with recommendations and solutions
- You have excellent English and French communication skills, both oral and written
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
How to Apply:
- To Apply: