Bilingual French & English Customer Support Agent

About the role

We are looking for a bilingual French‑English Customer Support Agent to join Influx’s 24/7 on‑demand service team. The role involves handling high‑volume customer interactions for multiple e‑commerce brands, ensuring a seamless experience across phone, email and live chat.

Key responsibilities

• Manage inbound and outbound customer contacts via phone, email and live chat for several e‑commerce brands.
• Provide bilingual support (English & French) for order tracking, shipping issues, refunds and general product inquiries.
• Process returns and refunds using integrated tools such as Gorgias, Loop and the Shopify ecosystem.
• Support marketplace operations, including partner inquiries from retailers like Macy’s and Nordstrom and manage drop‑shipping programs.
• Maintain ownership of issues from first contact to resolution, escalating when necessary.
• Collaborate with internal teams to resolve complex concerns efficiently.
• Adapt communication style to match multiple brand voices and guidelines.

Required profile

• At least 1 year of experience in customer support, call centre or BPO environment.
• Fluency in written and spoken English and French with professional communication skills.
• Strong problem‑solving, negotiation and conflict‑resolution abilities.
• Proven track record of meeting KPIs and achieving high CSAT scores.
• Ability to multitask in a fast‑paced environment and take ownership of tasks.

Required skills

• Experience with Gorgias.
• Experience with Loop.
• Experience with Shopify ecosystem tools.