Bilingual Customer Support Specialist

Summary

Join our dynamic team as a proactive, bilingual Spécialiste du Support Client (French & English) to provide exceptional service to international customers via email and chat en direct.

Requirements

• Fluency in French and English (written and verbal) with impeccable grammar and spelling
• 1+ years of experience in a customer support role, particularly with email and live chat
• Familiarity with customer support tools such as Intercom or similar platforms
• Experience in résolution de problèmes and handling escalations
• Strong organisational skills and ability to multitask

Responsibilities

• Provide quick and accurate support to clients via email and live chat, in both French and English
• Manage escalations professionally, ensuring proper follow-ups
• Maintain a high standard of tone, professionalism, and clarity in all written communication with customers and internal stakeholders
• Collaborate with relevant teams to resolve customer complaints efficiently, following proper escalation protocols
• Generate invoices using our online system and ensure clear communication with customers
• Ensure pricing on our online pages is accurate and competitive, adjusting to meet market demands
• Contribute to process improvements and share customer feedback with the team to optimize workflows
• Manage workload effectively while meeting KPIs to enhance the customer experience
• Work closely with gestionnaires de comptes (account managers) to ensure customer needs are not just met but exceeded
• Share key insights with internal teams to continuously improve service clients

Benefits

• Remote role (Télétravail): Work from home in France while supporting global customers
• Flexible working hours: Balance your work with life while helping customers worldwide
• Career growth: Join a fast-growing company with ample opportunities for professional development