Bilingual Call Center Representative – French & English (Remote)

About the role

We are looking for a bilingual (French/English) Customer Service Agent to provide warm, empathetic support to parents purchasing toddler shoes. This fully remote position focuses on handling digital inquiries and order modifications before warehouse cut‑offs.

Key responsibilities

• Deliver patient, non‑robotic customer service via email, chat and phone.
• Prioritize and resolve urgent tickets, especially time‑sensitive order changes.
• Manage email, ticketing queues and social‑media messages.
• Update shipping addresses, place order holds, and edit line items in the Shopify backend.
• Meet performance KPIs while maintaining a positive customer experience.

Required profile

• Near‑native written proficiency in both French and English.
• Strong understanding of 3PL and e‑commerce fulfillment processes.
• Ability to work from a quiet, dedicated remote workspace with reliable high‑speed internet.

Required skills

• Hands‑on experience with Shopify (order management).
• Experience using Gorgias ticketing/CRM system.
• Familiarity with Redo returns portal (or similar CRM tools).

What we offer

• 100% remote work with a global, diverse team.
• Opportunity to support a growing international client in the baby‑footwear market.
• Development of analytical and operational skills in a quality‑focused environment.
• Supportive, inclusive, people‑first company culture.