Customer Service Agent - Travel Assistance (Hybrid)

Description of the position

• Under the supervision of the Assistance Team Lead, you will be responsible for:
• Answering calls from policyholders and assisting them with empathy and kindness while they are traveling abroad and experiencing a health issue
• Verifying the policyholder's eligibility by consulting their travel insurance contract and current coverage
• Assessing the policyholder's condition (accident, illness, symptoms)
• Directing them to an appropriate and nearby service (doctor, clinic, hospital)
• Coordinating the payment for medical visits, tests, and provided care

Profile

• Mastery of French and English, both spoken and written. Advanced English proficiency is necessary to respond to requests from anglophone travelers and coordinate services with partners located outside Quebec
• Mastery of Microsoft Office 365 suite (Teams, Outlook, etc.) and ease of navigating through different systems
• Important information:
• Start date: October 19, 2026

During the training period (between 3 to 6 months), you must be available full-time (37.5 hours/week) from 8:30 AM to 4:30 PM.

There are two mandatory days per week of presence at the office during the training.

After the training, you must be available to work full-time between 6:30 AM and 11:30 PM.

Why choose us?

• Flexible work mode, remote work with occasional office presence when required
• Vacation from the first year
• Possibility of internal promotion
• Salary of $26.90/hour and annual bonus
• 10% bonus for evening shifts and 20% bonus for night shifts
• Collective health insurance (dental, vision, and travel insurance)
• Defined benefit pension plan
• Employee well-being: $400 well-being account, employee assistance program and family support, and telemedicine service

The evening premium applies between 6 PM and 9 PM. The night premium applies from 9 PM onwards (must have started the shift one hour earlier).

Thank you to all applicants for your interest in this position. Only candidates selected for an interview will be contacted.