Bilingual Customer Experience Agent – English/French

Role Overview

• Handle customer inquiries via phone, email, and chat in English and French
• Assist with product information, order status, billing concerns, tracking, returns, and exchanges
• Investigate, troubleshoot, and resolve customer issues
• Ensure documentation of all customer interactions in CRM or support tools
• Stay updated on processes, policies, and product information
• Meet performance expectations related to quality and customer satisfaction

Requirements

• 2-4 years of experience in customer service
• Fluent in English and French (spoken and written)
• Strong communication skills to explain solutions clearly
• Customer-focused, empathetic, and solution-oriented
• Experience with tools like Zendesk, Salesforce, Shopify (a plus)
• Internet connection: minimum 20 Mbps or fiber connection
• Computer / laptop: must use genuine, supported business devices
• Windows: Windows 11 (preferably Pro), 2021 model or newer
• Mac: Apple MacBook / Mac, 2020 model or newer, running supported macOS
• RAM: Minimum 8 GB (16 GB preferred)

Tech Stack

• MacOS

Benefits

• High-speed internet required
• Genuine, supported business laptop with hardware security
• Noise-canceling headset
• Power and internet backup