Customer Support Representative

Job Description – Bilingual Customer Service Representative (French/English) Division / Department: Student Support / OperationsReports to (position): Customer Service ManagerLevel / Grade: Individual ContributorLocation: Remote (Canada)Employment Type: Full Time, Non-ExemptWork Conditions: Remote Office EnvironmentTravel: None RequiredTelecommute: YesMinimum Educational Req: Post-Secondary Education PreferredYears 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. Internal and External Interaction This position regularly interacts with students, prospective students, instructors, testing partners, and internal departments including Operations, Customer Service, Product, and Finance. The role serves as a key point of contact in delivering a positive student experience and maintaining strong customer relationships. Work Schedule Hours are subject to change based on business needs. Monday through Thursday: 1:30 PM ET to 9:30 PM ET Friday: 9:00 AM ET to 5:00 PM ET Employment Benefits Benefits available after three months of employment: Health insurance eligibility. Remote work environment. Opportunity to support learners and contribute to educational success across Canada. Additional Career Certified Benefits Access to Career Certified products and services. Professional development opportunities. Collaborative and mission-driven work environment. About Career Certified Career Certified elevates modern education while accelerating success for students in licensed professions. Through brands like SeeWhy Learning, the company provides innovative educational solutions that help learners achieve professional success and career advancement.