Bilingual Escalation Specialist

Role overview

Twelve-month contract supporting complex customer escalations for an organization serving Ontario clients. The role is remote within Ontario.

Key responsibilities

• Take ownership of escalated customer cases and manage them through resolution.
• Conduct outbound and inbound calls, investigate issues and document findings clearly.
• Coordinate with internal stakeholders to build consensus on appropriate resolutions.
• Review and process financial-assistance requests when applicable.
• Use de-escalation and retention skills to preserve customer relationships.
• Prioritize multiple cases while meeting service expectations and maintaining accurate records.

Qualifications

• Professional fluency in French and English.
• At least three years of contact-centre or customer-service experience.
• Strong de-escalation, investigation and stakeholder-collaboration skills.
• College education preferred by the employer.
• Ability to work independently in a remote Ontario environment.

Compensation

The official posting header shows CAD 54,600–65,000, while the body describes approximately CAD 55,000–65,000. RBB preserves the public discrepancy and uses the broader official header range in structured fields.