Customer Service Representative (French And English)

Role Overview

In this position you are the first human voice, inbox, and text thread a customer reaches when they need help — handling questions that arrive by phone, email, and messaging, and turning each one into a clear, satisfying resolution. Because you work in both English and French, you carry conversations that many support teams cannot, keeping bilingual customers from being bounced between departments or waiting for a specialist. Your accuracy in logging those conversations keeps the wider organisation informed and lets colleagues pick up where you left off without asking the customer to repeat themselves.

Key Responsibilities

• Respond to customer enquiries across three channels — inbound calls, email, and text messaging — adapting your tone and pace to each medium.
• Diagnose the underlying issue behind each request, then resolve it directly or route it to the right owner with a complete, useful handover.
• Record every interaction in the customer relationship management (CRM) platform, capturing the reason for contact, the action taken, and the outcome.
• Keep customer records current — contact details, account notes, and case history — so colleagues work from trustworthy information.
• Follow up on open or unresolved cases to confirm the customer's problem has genuinely been fixed, not just closed.
• Handle several conversations and screens at once without letting response quality or accuracy slip.
• Work alongside teammates to share knowledge on recurring issues and keep service quality consistent across the group.
• Flag patterns, product gaps, or repeated complaints to your team lead so they can be addressed upstream.

Requirements & Qualifications

• Fluency in French at B2 level or above is mandatory — applications without it cannot be considered.
• Advanced or fluent English, with the ability to write clearly and professionally in both languages.
• Strong verbal and written communication: you explain things plainly, listen carefully, and adjust your wording for each customer.
• Solid problem-solving and critical-thinking skills — you investigate before you answer rather than following a script.
• Comfort multitasking and moving between several systems while staying courteous and unhurried with the person on the line.
• A genuinely customer-focused mindset and a positive, patient attitude, including with frustrated or repeat callers.
• Reliability and professionalism in attendance, follow-through, and handling confidential customer information.
• Eagerness to learn — you take feedback on board and want to deepen your product and process knowledge over time.
• Previous experience in customer service, contact centre, or another client-facing role is a plus.