About this role
Job Description Start date: August 26, 2026
Bilingual Customer Service Representative
Permanent position in travel assistance within a dynamic international environment. This customer service role involves supporting travelers during medical and non-medical situations, coordinating required services, and explaining insurance coverage. Rotating schedule from 7 am to 11 pm with a hybrid work model requiring office presence in Montréal or Sherbrooke.
What is in it for you:
? Hourly salary of $23.69.
? Permanent position between 32 and 40 hours per week.
? The number of hours may vary based on operational needs.
? Full-time, on-site presence required during the first three (3) months for training.
? After training, transition to a hybrid work model with a requirement to be in the office six (6) days per month.
? Rotating schedule based on business needs.
? Availability required from 7 am to 11 pm, Sunday through Saturday, including holidays.
? Business hours may change based on operational requirements.
? 3 weeks of vacation.
? Comprehensive group benefits including health insurance (prescription drugs covered at 100%), dental insurance, life insurance, and travel insurance.
? Retirement savings plan.
? Flexible work environment with various on-site amenities including on-call doctors and dining facilities.
? Wellness program including a fitness center, physical activities, and health-related conferences.
? Opportunities for career advancement and professional development.
? Financial assistance program for continuing education.
Responsibilities:
? Answer incoming client calls and provide professional and empathetic support.
? Act as a resource person for insured members, their families, and medical facilities regarding coverage and benefits.
? Open claim files and direct clients to the appropriate healthcare providers.
? Explain travel insurance coverage, including applicable exclusions and maximum limits.
? Authorize certain medical tests and coordinate required services when necessary.
? Assist clients throughout the claims process and ensure appropriate follow-ups.
? Document interactions and transactions in the claims management system.
? Collaborate with various departments to resolve client requests and complaints.
? Maintain a high level of customer service in a fast-paced, team-oriented environment.
What you will need to succeed:
? College diploma or equivalent.
? Experience in