Bilingual Call Centre Agent

About the job

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 support schedule coverage, including employee absences and vacation periods.

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

Qualifications