Bilingual Call Centre Agent

About the Role

The Brink's National Client Services (BNCS) team is committed to putting customers at the center of everything we do while delivering a best-in-class customer experience.

We are looking for customer-focused professionals who enjoy solving problems, providing effective solutions, and working in a fast-paced environment. If you thrive on helping others and collaborating with a team, we'd love to hear from you.

Availability Requirements

This role requires flexibility to provide short-notice schedule coverage for employee absences, vacations, and other staffing needs. Candidates must be available to accommodate changes in scheduling as operational requirements arise.

Required Shift Availability

• 08:00 AM - 04:00 PM
• 03:00 PM - 11:00 PM
• 11:00 PM - 07:00 AM
• Availability for both weekday and weekend coverage is required

Key Responsibilities

• Respond to internal and external customer inquiries via phone and email
• Provide support related to Brink's products and services
• Troubleshoot technical issues impacting customers and crew members
• Collaborate with internal departments to ensure timely resolution of customer concerns
• Follow established processes to diagnose issues and identify appropriate solutions
• Generate and distribute operational reports throughout the day
• Support ad hoc projects and serve as a key contact for customer communications
• Deliver a professional, positive, and efficient customer experience

Required Qualifications

We're looking for candidates who have:

• A passion for delivering exceptional customer service
• Fluency in English and French (spoken and written)
• Minimum 2 years of experience in:
  • Call Centre environments
  • Customer Service roles
  • Help Desk or Technical Support positions
• Strong problem-solving and troubleshooting skills
• Ability to remain calm and effective under pressure
• Ability to manage multiple priorities and quickly adapt between:
  • Technical support inquiries
  • Billing-related concerns
  • Phone and email communications
• Excellent verbal and written communication skills
• Strong computer and technology skills
• A positive, collaborative, team-first mindset
• A continuous improvement approach with a willingness to suggest process enhancements
  
  Nice to Have Qualifications:

• Experience working within the transportation/security industry