Bilingual Customer Service Agent

Aplin is excited to partner with our long-term client to hire a Bilingual Customer Service Agent in Edmonton, Alberta. This is a full-time, in-office position, so we are only accepting applications from candidates located in the Edmonton area. They offer $100 monthly for parking or public transit and other great benefits outlined below.

About the Company
Our client is a Canadian company recognized for developing innovative, award-winning direct-to-consumer brands serving customers across North America. Over the past decade, they have delivered hundreds of thousands of products, earning a reputation for quality, value, and a commitment to customer satisfaction.

With a fast-paced, entrepreneurial culture, the company encourages employees to take initiative, embrace new ideas, and contribute to continued growth. This is an opportunity to join a forward-thinking organization where accountability, innovation, and results are valued.

About the Role
As a Bilingual Customer Service Agent, you will help deliver an outstanding customer experience by supporting customers in both English and French across a portfolio of brands. You will respond to inquiries, address concerns, and manage customer issues from the initial interaction through to resolution, ensuring each customer receives clear communication and thoughtful, effective support.

Working across phone, email, and live chat, you will assist with product questions, order concerns, returns, exchanges, and warranty claims. You will also collaborate with internal teams and external partners to investigate issues, coordinate solutions, and follow up to ensure customer concerns are fully resolved.
The ideal candidate is fluent in English and French, enjoys helping people, and brings a proactive, solutions-oriented approach to customer service. You are comfortable navigating challenging conversations, balancing multiple priorities, and taking ownership of issues in a fast-paced environment.

Key Responsibilities

• Respond to customer inquiries in both English and French through phone, email, and live chat across multiple brands.
• Manage customer concerns from initial contact through to resolution, keeping customers informed throughout the process.
• Build product knowledge to answer questions, recommend appropriate solutions, and communicate product features and benefits.
• Investigate customer issues, identify root causes, and explain solutions clearly and professionally in the customer's preferred language.
• Process returns, refunds, exchanges, replacements, and warranty claims.
• Work with delivery carriers, warehouse teams, suppliers, and internal departments to resolve order and product-related concerns.
• Identify customer-focused solutions that support satisfaction, retention, and brand loyalty.
• Maintain accurate customer records, case notes, and internal documentation.
• Learn and use internal systems, tools, and established workflows.
• Recognize when issues require escalation and ensure they are directed to the appropriate team.
• Use sound judgment when offering customer appeasements within established guidelines.
• Follow established procedures while identifying opportunities to improve service delivery and internal processes.
• Meet performance expectations and established key performance indicators (KPIs).

Qualifications & Experience

• High school diploma required; a bachelor's degree is considered an asset.
• Minimum of three years of experience in a call centre or comparable high-volume customer service environment.
• Fluency in both English and French, with strong verbal and written communication skills in both languages.
• Ability to communicate complex information clearly and professionally in the customer's preferred language.
• Strong problem-solving skills and a commitment to delivering a positive customer experience.
• Ability to manage multiple conversations and competing priorities in a fast-paced environment.
• Confidence handling difficult customer interactions with patience, empathy, and professionalism.
• Excellent organizational skills and attention to detail.
• Comfortable learning new technology, systems, and product information.
• A proactive, accountable approach with the ability to work independently and collaboratively.
• A results-oriented mindset and the ability to meet established performance targets.

Compensation & Benefits

• Competitive vacation package.
• Profit-sharing and equity opportunities.
• 100% employer-paid extended health, dental, and optical benefits.
• Employee Assistance Program (EAP).
• 125% RRSP matching.
• Employee product discounts.
• Monthly transportation benefit toward public transit or parking.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.