Bilingual Customer Support (French & English)

around 8-5 PM PST

Within 1-2 months

Customer Interaction:

Respond to customer queries via email, chat, social media, and phone in a timely and accurate manner.

Handle complaints, provide appropriate solutions within a time limit, and follow up to ensure resolution.

Provide product and service information, assist with placement of orders, refunds, or exchanges.

Problem Solving:

Use critical thinking to identify the root cause of issues and provide solutions that are in line with company policies and benefit the customer.

Collaborate with cross-functional teams to address and resolve product or technical issues.

Feedback and Continuous Improvement:

Gather feedback from customers and share insights with the team to help improve products, services, and processes.

Stay updated with company offerings, policies, and best practices.

Maintain Professionalism:

Ensure all written and verbal communication is clear, polite, and professional.

Stay composed and empathetic in all customer interactions, even when facing challenging or demanding situations.

Administrative Duties:

Maintain records of customer interactions, transactions, comments, and complaints.

Utilize customer relationship management (CRM) systems and tools effectively, with a preference for those experienced with Kustomer CRM.

Proven customer service experience with strong written and verbal communication skills, ability to handle multiple channels (email, chat, social media, phone) simultaneously, and demonstrated problem-solving capability in fast-paced environments.

Experience with Kustomer CRM or similar customer relationship management platforms, background in cross-functional collaboration, and familiarity with complaint resolution best practices.

CRM systems (Kustomer preferred), email platforms, chat and social media management tools, and phone systems for customer support.