Bil-Multilingual Customer Service



The Customer Care Agent (CCA) loves to help others. They keep a smile while dealing with customers and show empathy when necessary. Our industry has a passion for travel. When working with customers that are experiencing difficulties with our services the CCA enjoys the process of making an anxious customer a happy customer. Through the use of our systems and processes CCA is able to function as a liaison to the Product Manager, Product Coordinator, Marketing, IT and the Support staff. A successful CCA will be a diverse, independent thinker with a creative approach to servicing customers through various channels of communication.

·         You must have a curiosity and passion for travel

·         You must have a fun and friendly attitude

·         You must be a team player and open to change

·         You must have excellent communication skills, both verbal and written


The CCA position is composed of basic Customer Service Call Center practices; Must be bi or multi lingual preferably French speaking. Utilize current systems of communication to respond to orders, general customer inquiries, invoice questions, and customer complaints.

·         You must possess basic reading, writing, and arithmetic skills.

·         You must be computer literate with the ability to learn customer service software applications.

·         Duties require professional verbal and written communication skills and the ability to type 30 wpm. (This is normally acquired through one to three years of office experience.)


The CCA will project a professional company image and culture through phone, email and live chat interaction. Due to the varied services we offer additional interaction is required. A CCA will have to multi-task throughout the course of the day and consistently prioritize customer requests. Our customers love when we get back to them within 5 minutes with a clear and friendly answer. In addition, we like to surprise our customers by the speed of our response and the quality of our service.

·         Answer phones and respond to customer requests.

·         Sell product and place customer orders in computer system.

·         Provide customers with product and service information.

·         Upsell products and services.

·         Transfer customer calls to appropriate staff when necessary.

·         Take care of daily Live Chat, e-mail and voicemail tasks

·         Identify, research, and resolve customer issues using the computer system.

·         Follow-up on customer inquiries not immediately resolved.

·         Complete call logs and reports.

·         Research billing issues.

·         Research misapplied payments.

·         Recognize, document and alert the supervisor of trends in customer calls.

·         Recommend process improvements.

·         Other duties as assigned.