Bilingual Customer Service Representative (English/French)

About the role

Processyn Global is hiring a bilingual Customer Service Representative fluent in English and French to support its member services, insurance and financial services operations. The role covers inquiries, account information, service requests, problem resolution and administrative support by telephone, email and digital channels. It is full-time, with a monthly net salary of RWF 400,000-500,000, starting on 16 November 2026.

The arrangement is 4 weeks of in-office training in Kigali, then 100% remote work. A 3-month probation applies. Candidates must be able to attend two weeks of mandatory in-office training and have reliable high-speed internet, a quiet workspace and their own headset with a microphone.

Key responsibilities

• Answer customer inquiries by phone, email and live chat, explain services, policies and procedures, and resolve complaints and service issues.
• Maintain accurate customer records and case documentation, and support account updates and non-financial transactions.
• Follow up on unresolved inquiries and escalate complex matters to the right departments.
• Meet service-quality and productivity targets, collaborate with colleagues and departments, and suggest improvements.

Required profile

• Fluent English and French, written and spoken; high school diploma or equivalent.
• At least one year of customer service or client support experience; previous insurance, financial services or call centre experience is an advantage.
• Availability to start on 16 November 2026 and to attend the in-office training.

Required skills

• Excellent verbal and written communication and telephone etiquette.
• Good computer literacy and ability to learn new software.
• Organization, attention to detail, multitasking and independent work.
• Preferred: CRM software familiarity and customer service platform experience.

What we offer

• Company-provided work equipment and a quiet workspace.
• Two weeks of structured in-office training and onboarding.
• Professional development and growth opportunities within the company.

To apply, submit an updated CV through the company's careers page by 9 November 2026; shortlisted candidates will be contacted about interviews and assessments.