Customer Support Representative

Job Description – Bilingual Customer Service Representative (French/English) Division / Department: Student Support / Operations Reports to (position): Customer Service Manager Level / Grade: Individual Contributor Location: Remote (Canada) Employment Type: Full Time, Non-Exempt Work Conditions: Remote Office Environment Travel: None Required Telecommute: Yes Minimum Educational Req: Post-Secondary Education Preferred Years of Experience: 3+ Years Customer Service Experience Position Summary SeeWhy Learning is seeking an experienced Bilingual Customer Service Representative (French/English) to support students throughout their educational journey. This role serves as a primary point of contact for students, providing professional assistance via phone, email, and web chat regarding course offerings, registrations, examinations, and program-related inquiries. The ideal candidate is customer-focused, highly organized, fluent in both French and English, and thrives in a fast-paced remote environment. This individual will play a key role in delivering an exceptional student experience while supporting administrative processes from enrollment through program completion. Essential Functions / Job Responsibilities Student Support & Customer Service

- Respond to student inquiries via phone, email, and web chat in both French and English.

- Handle inbound and outbound customer service calls in a professional and timely manner.

- Assist students with course registrations, exam scheduling, and enrollment processes.

- Provide accurate information regarding courses, programs, policies, and examinations.

- Support students throughout their educational experience, from initial enrollment through program completion.

- Resolve student concerns and escalate complex issues when appropriate.

- Meet established service level expectations for responsiveness, quality, and student satisfaction.

Administrative Support

- Complete administrative tasks related to student records, registrations, and customer support activities.

- Maintain accurate documentation and records within company systems.

- Collaborate with internal teams to ensure a seamless student experience.

- Participate in process improvement initiatives and contribute ideas to enhance customer service operations.

- Perform other duties and special projects as assigned.

Minimum Requirements

- 3+ years of customer service experience, preferably in a call center environment.

- Fluency in both French and English, including verbal and written communication.

- Experience working in a remote or hybrid work environment.

- Demonstrated ability to manage high-volume customer interactions in a fast-paced setting.

- Strong computer and technical skills.

Skills Required

- Strong customer service orientation with a focus on creating positive student experiences.

- Excellent verbal and written communication skills in both French and English.

- Strong organizational and time management skills.

- Ability to manage multiple priorities effectively.

- Strong problem-solving and conflict-resolution abilities.

- High attention to detail and accuracy.

- Ability to work independently while contributing as part of a remote team.

- Adaptability and willingness to embrace change.

- Customer-centric mindset with a focus on service excellence.

Technical Skills Required

- Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

- Experience using CRM, customer service, or support platforms.

- Ability to learn and navigate administrative and student management systems.

- Strong computer proficiency and technical aptitude.

Supervisory Responsibility This position has no direct supervisory responsibilities. Physical Requirements

- Prolonged periods of sitting and working at a computer.

- Ability to communicate effectively via phone, video conferencing, and written correspondence.

- Ability to maintain productivity in a remote work environment.

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