Bilingual Customer Success Representative (Mandarin or Cantonese/English)

Job summary

Provide customer support and guidance on RESP contributions, payments, and account inquiries through phone, email, and online chat. Resolve customer challenges, promote digital self-service and relevant specialist referrals, maintain accurate and confidential records, and help improve the customer experience.

Job details

Application Deadline: 31 October 2026 Department: Customer Success Location: Head Office Compensation: CA$20.00 / hour Description We are looking for an outstanding verbal communicator, active listener and natural problem solver to join us until September 2025. You enjoy talking to people and you are enthusiastic about helping families meet their goals for their children’s future, and are fluent in Chinese (mandarin or Cantonese) & English. Responsibilities · Delivers exceptional customer experience to Embark customers and prospects. · Identifies customer needs and provides best solution or guidance in the best interests of customers. · Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries. · Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences. · Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track. · Looks for ways to enhance or improve overall customer experience. · Organizes customer related information to ensure accuracy, completeness, and confidentiality. · Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects. · Broader accountabilities may be assigned as needed. · Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts. Skills, Knowledge and Expertise · One year of experience providing excellent customer service and/or working in a customer support department · Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone. · Well-organized and detail-oriented, with the solid record-keeping skills needed to work with our customer tracking systems. · Excellent organizational and time management skills and thrive on multi-tasking in a fast-paced environment. · Strong analytical and problem-solving skills · Proficient with Microsoft Office 365 · Being flexible to meet the needs of the Customer Success Centre. · A requirement for the bilingual Customer Success Representative role: Fluent in Chinese (Mandarin or Cantonese) & English.

What you’ll do

Provide customer support and guidance on RESP contributions, payments, and account inquiries through phone, email, and online chat. Resolve customer challenges, promote digital self-service and relevant specialist referrals, maintain accurate and confidential records, and help improve the customer experience.

Requirements

Requires at least one year of customer service or customer support experience, strong communication and problem-solving skills, and proficiency with Microsoft Office 365. Candidates must be fluent in English and either Mandarin or Cantonese, and able to work a flexible schedule.

Listed skills

• Time management · Preferred
• Customer support · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Attention to detail · Preferred
• record keeping · Preferred
• Multitasking · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Support
• Verbal Communication
• Written Communication
• Active Listening
• Problem-Solving
• Organization
• Attention To Detail
• Record-Keeping
• Time Management
• Multitasking
• Analytical Skills
• Microsoft Office 365
• Mandarin
• Cantonese
• English

Job areas

• Customer Service & Support
• Finance & Accounting
• Sales

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