Bilingual French customer service agent

About the role

As a bilingual French customer service agent you will serve French-speaking Canadian and European clients from our Puerto Plata centre. The work includes taking claims, servicing insurance policies, customer service and administrative support for clients in Quebec, France and the French-speaking Antilles. Puerto Plata has the deepest pool of French-speaking talent in the country, built by decades of Canadian and European tourism on the north coast. We recruit here for that precise reason. Register matters as much as fluency. A client from Quebec and a client from France do not expect the same French, and we train explicitly for that distinction.

Key responsibilities

• Handle client enquiries in French by phone, email and chat
• Take claims declarations in a single structured conversation, capturing a complete file at first contact
• Manage policy modifications, renewals and administrative service requests
• Document every interaction completely in the client systems
• Respect the register and language conventions of the market served, in particular Canadian French for Quebec clients
• Escalate complex files following the established protocols
• Handle sensitive situations with empathy and de-escalation techniques
• Meet the regulatory and confidentiality obligations that apply to the client sector
• Take part in weekly linguistic and quality calibration sessions
• Contribute to register guides and to the French-language knowledge base
• Meet service level, quality and handling time targets
• Support the Spanish-language service during periods of high demand

Required qualifications

• French at CEFR B2 minimum, C1 strongly preferred, assessed before offer
• Native or fluent Spanish
• Secondary education completed
• Excellent written French, free of grammar and spelling errors
• Availability Monday to Saturday according to the stated schedule
• Availability to work onsite in Puerto Plata
• Valid Dominican ID or work permit

Preferred qualifications

• Experience with Canadian French or an extended stay in Quebec or French-speaking Canada
• Experience in insurance, financial services, hospitality or a contact centre
• English at B1 level or above
• University degree in languages, communication, administration or a related field
• DELF or DALF certification

About Corpshore Dominicana

Corpshore Dominicana is the Dominican delivery arm of Corpshore Solutions Corporation, Toronto. We deliver BPO, IT and AI services from four Dominican cities, and we promote from within.

Apply for this role