JOB SUMMARY:

We are seeking a highly motivated and customer-focused Bilingual French and English Customer Service Representative to join our team. The ideal candidate will be fluent in both French and English and will be responsible for delivering outstanding support to customers via phone, email, and/or chat. You will act as the first point of contact for resolving inquiries, troubleshooting issues, and providing information about products or services.

QUALIFICATIONS:

• Fluency in French and English (spoken and written) is required.
• Proven customer service or call center experience is preferred.
• Strong communication and problem-solving skills.
• Proficiency in using computer systems and customer service software (e.g., Zendesk, Salesforce, Freshdesk).
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; college education is a plus.

• Respond promptly and professionally to customer inquiries in both French and English.
• Handle incoming calls, emails, and chat messages regarding product questions, order status, returns, technical issues, and general support.
• Identify customer needs and provide accurate, valid, and complete information using the appropriate tools and resources.
• Resolve customer complaints and follow up to ensure resolution and satisfaction.
• Maintain thorough records of customer interactions and transactions in the CRM system.
• Escalate complex or unresolved issues to the appropriate departments as needed.
• Stay up to date on product knowledge, procedures, and company policies.