Bilingual Customer Service Representative - French/English

Job Description:
We are seeking a highly motivated and experienced Bilingual Customer Service Representative to join our team. As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and fostering positive relationships with our valued customers. In this role, you will be responsible for providing exceptional customer service support while leveraging your expertise in Shopify and e-commerce!

Responsibilities:
• Utilize expert knowledge of Shopify and ecommerce platforms to assist customers with their online shopping experience, order placement, and product inquiries.
• Handle customer inquiries and concerns through various channels, including, live chat, social media, emails.
• Provide accurate, timely information to customers regarding order status, shipping, delivery, returns, and refunds.
• Collaborate with internal teams to ensure efficient and seamless order processing and delivery.
• Troubleshoot and resolve customer issues effectively, demonstrating empathy and professionalism at all times.
• Identify opportunities for process improvements and work closely with the management team to implement changes that enhance the overall customer experience.
• Collaborate with cross-functional teams to address customer feedback and communicate suggestions for product enhancements or service improvements.

Requirements:
• MUST BE BILINGUAL IN ENGLISH AND FRENCH.
• Proven experience (3+ years) as a Customer Service Representative or similar role, in an ecommerce or online retail environment.
• In-depth knowledge of Shopify and other ecommerce platforms, including order management, inventory control, and payment processing.
• Strong understanding of logistics and supply chain management, with the ability to track shipments and resolve delivery issues.
• Exceptional communication skills, both written and verbal, with a friendly and professional demeanor.
• Excellent problem-solving and decision-making abilities, with a focus on finding practical and efficient solutions.
• Ability to handle multiple tasks simultaneously and prioritize workload effectively.
• Proficiency in using CRM systems and other customer service tools. Specifically Gorgias.
• Ability to work independently and as part of a team, with a positive attitude and willingness to learn and adapt.
• Strong attention to detail and organizational skills, ensuring accurate and timely follow-up with customers.

Qualifications:
• Proven experience as a Customer Service Representative or similar customer support role.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and a proactive approach to resolving issues.
• Proficiency in using CRM software and other customer service tools.
• Ability to multitask, prioritize, and manage time effectively in a remote work environment.
• Empathetic and patient demeanor with a customer-centric mindset.

How to Apply:
• Interested candidates are required to submit a link of their resume and a 20-30 second voice introduction (IN ENGLISH AND FRENCH). Please note that your application will NOT be reviewed without these 2 requirements.

• We an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.