Bilingual Customer Service Specialist

Summary

Join StockX as a Bilingual Customer Service Specialist and become an integral part of a rapidly expanding global company. You will handle customer service needs for European customers, managing queries from start to finish and liaising with internal stakeholders. Responsibilities include order fulfillment process management, addressing customer concerns, researching solutions, updating system accounts, recording customer interactions, and improving customer service. The role requires customer service/call center experience, bilingualism in French and English, excellent communication skills, and the ability to handle various contact types. A hybrid or remote work arrangement is available, with some evening and weekend shifts required. StockX offers a customer-centric culture and values diversity and inclusion.

Requirements

• Experience of customer service/call center experience
• Bilingual in written and verbal French & English
• High school diploma or equivalent
• Excellent written, verbal, and interpersonal communication skills (Strong communicator who can explain complex information in simple ways)
• Proven ability to handle various contact types including Chat, Email, Inbound and Outbound voice calls with our customers
• Possess situational awareness to identify and escalate matters that require urgent attention
• Location: Hybrid or remote (but must be willing to travel to the Soho office when required)
• Working Hours: Variable shifts (some evenings & weekends)

Responsibilities

• Handling all customer service needs and support for our European customers
• Take ownership of individual customer queries from start to finish, liaising with internal stakeholders to ensure positive outcomes for our customers
• Help manage the order fulfilment process
• Listen and respond to customer needs and concerns
• Research answers or solutions as needed
• Resolve customer queries and update system accounts accordingly
• Record details of customer conversations and actions taken
• Work to improve customer service by monitoring support communications
• Flexible and willing to support other areas across the business as they come up