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Bilingual Customer Service Representative (CSR)

Reference Number: AO427916610

Date Posted: 06/10/2024

Country: Canada

Province: Manitoba


Job Type: Temporary

Salary Range: $21.53 - $21.53

Job Description

We are searching for Bilingual Customer Service Representatives (CSR) for our client in Winnipeg. As a CSR, you will be working in the omni-channel contact center and will be responsible for ensuring 100% internal and external customer satisfaction consistent with the client’s standard. Also, you will work to ensure consistency in delivering quality service across all customer touch points to the satisfaction of the customers. 

Who you are.
You have high degree of fluency in written and spoken communication in both French and English.
You have experience in Call Centre Customer Service.
You can manage 3 chats concurrently.
You are a strong multi-tasker and team player with a high energy level.  
You can effectively handle difficult customers.
You have proven customer service and interpersonal skills.
You have proven decision making / problem solving skills.
You have excellent telephone mannerisms.
You have excellent written communication and grammar.
You possess working knowledge of Canadian geography.
You can work under pressure.
You have high speed internet connection with a minimum of 50 mbps upload speed.
You have no problem sitting for an extended period.
You type fast– at least 40 words per minute.
You have working knowledge of windows-based PC programs.
You can navigate computer programs comfortably.

What you do
Respond to all incoming calls, chat, and email interactions within grade of service targets; maintain an AHT (average handling time) as per targets and quality target of 90% by following all applicable processes and procedures.  
Handle 3 chats while researching various in-house applications and documenting the inquiry.  
Provide professional and timely responses to customer inquiries on the status of their orders, ensuring service failures are minimal where possible, and that the customer is informed of all progress throughout.
Gather and provide information on order status, address changes, proof of fulfilment and gather the appropriate details to ensure the timely completion of files that require additional support from other departments.
Book pick-up calls using the automated dispatch system along with providing rates for both quoted and tariff customers.
Keep the customer informed and updated, letting the customer know that it might take a few minutes to investigate their issue, to avoid potential customer frustration.
Respond to customer inquiries quickly, directly, and concisely, helping to drive the NPA (Net Promoter Approach) score.  
Recognize tone, identify and acknowledge frustration or anger, ask for clarification, demonstrate empathy, and ensure that the customer feels supported and help alleviate frustration.  
Respond professionally with the right choice of words to relay empathy, find creative ways to inject personalities into the conversation to establish an emotional connection with the customer.  
Probe customer for value added service/upselling and sales lead generation to meet monthly targets.
Adhere to all applicable call flow processes and quality assurance requirements.
All other duties and tasks as assigned by the CS leadership team.

Apply now—we look forward to meeting you! 
Since 1951, Drake International continues to be a global leader in flexible and permanent staffing: we help people find the right role at any stage of their career—in Canada, and around the world. We work directly with employers to bring you the best opportunities, with no cost to you. 
Drake International Inc. welcomes and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process. 
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Job Snapshot

Date Posted:

Job Category:
PRO - Customer Service

Job Location:
WINNIPEG, Manitoba

Job Type: