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As a bilingual call centre employee, your main role will be to provide customer service to customers in one or more languages. Depending on your position, you may be making outgoing calls and reaching out to customers, or receiving inbound calls with the goal of helping customers complete an action, troubleshooting an issue or providing information.
Bilingual call centre workers typically work in a call centre/office environment. There is also the potential to work remotely. You will spend most of your time working on the computer and using communications technology to help customers. Many work standard office hours, however, some evening and weekend shifts are possible. There is no travel required for the position. You can expect to report to a call centre manager or team leader.
If you are looking for call centre positions and speak a second language, then working as a bilingual call centre representative is an ideal position, and it pays more than other call centre positions. Since bilingual call centre workers are in demand, you can expect a higher salary. The average salary for a bilingual call centre worker is about $40,000 annually. At the low end, you can expect to make about $32,000 per year, with the potential to make more than $50,000. Commission and bonuses may also be part of your compensation package.
Day-to-day tasks at call centres tend to be fairly consistent. Your role could involve incoming or outgoing calls, and your area of focus, such as the type of customer service you are providing, will shape your role and responsibilities. Some of the daily tasks that are part of your role include the following:
Bilingual call centre employees work for customer service oriented companies. The companies tend to have an international presence or have a large number of customers that require service in languages other than English. Many companies typically have a presence in communications, manufacturing, retail, or sales. Call centres are located across the country, with some providing you with the opportunity to work from home.
Being bilingual is a required skill for this position. While French is a commonly required language, companies are also seeking professionals with experience speaking a wide variety of languages including Spanish, Chinese, Russian, German, and others. In addition to language skills, here are some of the additional skills requirements that may be part of the job:
A high school diploma or GED is commonly a minimum requirement to work in a call centre. However, depending on the call centre type, additional education and experience may be required. Having a college or university diploma is an asset. For bilingual call centres, experience with at least one language other than English is required. Additional training will be provided by the hiring company.
Bilingual call centre positions are often the launching point for careers in communications, customer service, sales, and marketing. With experience, you can expect to move on to a supervisor role within the call centre or move on to other related roles in the company. Your experience working in a call centre will help prepare you for many other roles that require expertise in dealing with customers. Bilingual customer service professionals are in high demand and job prospects are good.