In search of: customer service experts to deliver top-tier care and build loyalty for a Canadian owned Rewards Program!

Before you continue reading this job description, you should know there are two non-negotiables to be considered for this position – you need to be fluently bilingual in both French and English because this role requires you to communicate effectively through phone and email. And because this is a hybrid position, you’ll need to be able and committed to working in the office (located in Halifax) for training and when required after training concludes. If you’re intermediate or beginner in French or English, or not able to commit to working on-site, this won’t be a match but check out our other opportunities!

Our client is a leader in the loyalty program world and creating memorable customer experiences. In this role you’ll be helping their customers with everything related to the loyalty program they’re enrolled in. From gift redemption, to investigating order delays or stock issues, and educating them on complex policies: you’re there to support and most of all make it an easy experience for your customers.

You’ll love this role if you genuinely enjoy helping and talking to others. And you totally  get  why the right tone matters in customer service. You’re a natural rapport builder, so you don’t shy away from small talk, and you can empathize with someone’s panic over missing points. If you prefer a more transactional job, this won’t be the right match. To be successful in this role if you’re hyper-organized, have a keen attention to detail and can follow verification processes because you know the little things count! You’re at ease communicating complex policies for your customers and in your quest for complete resolution, you might even put your detective hat on to hunt down missing information and think of solutions not detailed in your playbook.

Does that all sound like you? Apply today!

Here’s the Deal:

• This is a full time, permanent position starting July 9, 2025.
• You must be fluent in both French and English.
• Bilingual hourly rate of pay is $19.00.
• To be considered, you need to be available and committed to attending training on-site. Full-time training is provided and will be Monday to Friday from 10:00am to 6:00pm Atlantic Time from July 9 to July 15, 2025.
• This is a hybrid role because some of the work you’ll be doing requires proprietary tools that are only accessible in-office. Post training you’ll work 60% of the time in office, and the other 40% from the comfort of your own home. Or if you prefer to work on-site full-time, we can make that happen. You’ll have your schedule in advance, so you’ll know when you need to work in-office.
• This position involves a rotational schedule of 30 to 45 hours per week, including regular Saturday shifts. Our program is open from 9:00am to 10:00pm Monday to Friday, 9:00am to 6:00pm on Saturdays, and closed on Sundays. To be considered for this role, you need to have open working availability within these hours. If you’re looking for a Monday -Friday, 9-5 type job, this will not be the right fit for you.
• NOC code 64409.

What We Offer:

• Health, Dental, and Vision Benefits at 30 days, as well as access to a dedicated virtual health program.
• Life Insurance.
• Group RSP with matching contribution option.
• Free Employee & Family Assistance Program for legal, financial, and health support.
• Beautiful office space with loads of natural light, multiple break rooms, internet, and TVs.

What You’ll Do:

• Assist customers with all aspects of their loyalty programs with a focus on point redemption and delayed or cancelled orders via inbound and outbound calls and emails.
• Educate customers about the benefits of program membership and sometimes complicated policies.
• Perform investigation on escalated cases and provide timely follow up and resolutions with strong written documentation. You’ll need to be hyper organized and to keep a tracker accurate and up to date.
• Follow risk and compliance processes to maintain customer privacy.
• Take ownership of each inquiry you handle. One-touch resolution is the goal.
• Be an enthusiastic ambassador for brands you represent.

What You’ll Likely Have:

• Well-developed customer service skills at a fluent level in both French and English languages.
• Demonstrated ability to simplify sometimes complex policies and information into easy-to-understand language.
• Proven attention to detail and organization with the ability to work with sensitive information.
• Ability to take ownership and follow up on escalated cases – you’re self-motivated by the idea of helping the customers.
• Ability to follow step by step verification processes and information documentation both on and off phone.
• Experience in a high-touch customer service role considered an asset.

Our intention is to be an actively anti-racist organization, and our goal is to provide a work environment that creates a sense of belonging for all people. If that doesn’t align with who you are, we encourage you to look elsewhere for work.

Travel Required

Yes. Must be committed to training on-site and working 60% of the time in-office