Bilingual Customer Experience Agent (English/French)

About the role

We are looking for a bilingual Customer Experience Agent who can provide top‑tier support in both English and French. The role involves handling inbound inquiries across phone, email and chat, helping customers with product information, order status, billing, returns and general account issues.

Key responsibilities

• Respond to customer inquiries via phone, email and live chat in English and French.
• Provide accurate product, order, billing and shipping information.
• Investigate, troubleshoot and resolve issues, identifying root causes.
• Document all interactions in the CRM or support tools.
• Stay up‑to‑date with company policies, processes and product updates.
• Meet performance targets for quality, responsiveness and customer satisfaction.

Required profile

• 2‑4 years of experience in customer service or a similar customer‑facing role.
• Fluent written and spoken English and French.
• Strong communication skills with a professional, solution‑oriented approach.
• Ability to manage multiple channels in a fast‑paced environment.

Required skills

• Experience with support platforms such as Zendesk, Salesforce or Shopify (preferred).
• Reliable high‑speed internet connection (minimum 20 Mbps).
• Use of a business‑grade laptop with Windows 11 (Pro) or macOS (2020 model or newer) and full‑disk encryption enabled.
• Noise‑cancelling headset and backup power for uninterrupted service.