Job description
CBRE, a global leader in real estate services, is seeking a motivated Bilingual Customer Service Representative (CSR) fluent in French Canadian and English to join our Makati City operations. In this full-time role, you will be at the heart of our customer experience, guiding clients through inquiries, resolving issues, and delivering solutions with professionalism and care. You will join a dynamic, multilingual team within a modern contact center, where every interaction helps shape CBRE's reputation for excellence.
As a bilingual CSR, you will be responsible for delivering high-quality support across multiple channels, including phone, email, and chat. You will manage case escalations, provide accurate information, and ensure adherence to service level agreements while protecting client privacy and data security. You will monitor performance metrics, participate in ongoing quality assurance, and contribute to continuous improvements in processes and knowledge resources.
The ideal candidate thrives in a fast-paced environment, communicates clearly in both French and English, and demonstrates a customer-first mindset aligned with CBRE's values. This is an excellent opportunity for career growth within a global organization that values teamwork, diversity, and professional development.
Responsibility
- Provide frontline bilingual customer support in French Canadian and English across multiple channels (phone, email, chat)
- Resolve inquiries and issues with accuracy and empathy, aiming for first-contact resolution
- Monitor and strive to meet or exceed SLA targets and quality scores
- Coach and mentor junior agents, supporting their development and performance reviews
- Document interactions and update knowledge bases to improve self-service and team effectiveness
- Collaborate with sales, operations, and IT teams to address complex or high-priority cases
- Ensure compliance with data privacy, security policies, and CBRE standards
Qualification
- Bachelor’s degree or equivalent work experience in customer service or related field
- Fluent in French (French Canadian) and English, with excellent verbal and written communication skills
- Minimum 2-3 years of customer service or call center experience; supervisory experience is a plus
- Proven ability to handle difficult customers with patience, empathy, and problem-solving skills
- Experience with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office
- Strong data-driven mindset; ability to analyze metrics and quality scores
- Ability to work in a fast-paced environment with flexible shift availability
- Commitment to CBRE values, privacy, and security policies