Pearson Bilingual Customer Service Representative in North York, Ontario

Bilingual Customer Service Representative


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Bilingual Customer Service Representative position is based in Don Mills office.


  • Manage all customer contacts within established procedures and performance standards.

  • Formally respond to customer contacts and inquiries via multiple channels such as phone, email or fax..

  • Process customer orders, debits, credits, quotes, samples according to established procedures.

  • Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms.

  • Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution; expediting correction or adjustment; following up to ensure a resolution.

  • Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit(s)

  • Identify process improvement opportunities and make recommendation to the supervisor or manager.

  • Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards.

  • Administrative duties and assignments/projects as assigned.


  • University of College degree preferred - High School diploma required.

  • Minimum 2 years experience in Customer Service role.

  • Fully Bilingual in English and French.

  • Proficient with computers and technology coupled with working knowledge of MS Office.

  • Excellent verbal, written and communication skills to liaise effectively with customers and team members.

  • Required to have a proven high level of understanding of department policies and procedures in addition to an ongoing display of strong decision-making and priority-setting skills.

  • Ability to rapidly learn and adapt to new technology systems.

  • Excellent analytical and time management skills.

  • Able to work independently and efficiently.

  • Team player who enjoys working in a fast-paced environment.

  • Professional attitude with a willingness to learn.

Pearson Canada is committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

Primary Location: CA-ON-North York

Work Locations: CA-Don Mills-26 Prince Andrew 26 Prince Andrew Place Don Mills North York M3C 2T8

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 31, 2016