Bilingual Customer Service Specialist

  • Category
    Office, clerical & administrative - Operations
  • Job type
  • Location
    North York, Ontario

Adecco is currently looking for Bilingual CSRs in North York, ON. Our client is Canada's largest food retailer and is looking for Bilingual CSRs who are fluent in English and French (read/write/speak) and have a minimum 1 year previous retail call centre experience. You must be available to work rotating shifts including weekend and statutory holidays. The pay rate is $21/hr + 4% vacation pay.

Bilingual CSR Responsibilities:

  • Respond to calls and emails to provide first level customer service for stores, resolve issues in a prompt and efficient manner and escalate issues as required.
  • Log calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions.
  • Maintain a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA).
  • Identify recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
  • Attend team huddles to receive current updates on issues, concerns and promotions.
  • Attend one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
  • Liaise with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained.
  • Service initiatives to provide accurate responses to concerns or issues.
  • Accountable for personal statistics plus team goals (wait time and abandon rate).
  • Requires an understanding of inter-related work processes to be able to adapt to differing assignments.

Bilingual CSR Skills & Qualifications:

  • Professional manner, tact, diplomacy and discretion in dealing with associates and colleagues including senior management.
  • Computer skills to produce reports, documents and presentations.
  • Knowledge of logistic procedures in a retail call centre environment.
  • Adaptable to set and prioritize work with varying exceptions.
  • Able to work with diverse personalities and styles.
  • Communicates with clarity, verbally and in one on one or group situations, or over the telephone.
  • Communicates well in writing by composing clear documents; facility with editing and/or proof-reading is required.
  • Ability to work rotating shifts, including weekends and statutory holidays.
  • Min. 1 year work experience in a call centre environment.
  • Min. high school graduation diploma or equivalent level of education.

Why Work for Adecco?

  • Great pay + 4% vacation pay
  • Paid weekly, accurate and on time
    Medical and dental benefits once qualified
  • Strong health and safety programs
  • Flexible shifts
  • Generous referral bonuses
  • Free training programs

If you are interested in the Bilingual CSR positions in North York, click on the 'Apply' button or call our GTA East Office at 416-296-0822 to learn more today!


  • Apply with Adecco

Reference number CA_EN_1_026659_1189072

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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