Bilingual Customer Support Agent

We are excited to invite applications for the position of Bilingual Customer Support Agent who excels in both English and French-Canadian. Join our dynamic customer support team dedicated to assisting customers with warranty claims, general inquiries, and more. This is a fully remote position designed for individuals with outstanding communication skills and a strong background in customer service.

Key Responsibilities:

• Handle inbound customer inquiries through phone, email, and live chat.
• Assist customers with warranty claims and answer product or service questions.
• Provide clear, professional, and empathetic support in both English and French.
• Accurately document customer interactions and updates.
• Troubleshoot concerns and escalate issues as needed.
• Maintain high service quality and response standards.
• Collaborate with internal teams to create seamless customer experiences.

Technical Requirements (Essential):

• Windows 11 PC (Mac is not supported).
• 12-16 GB RAM.
• Dual monitors.
• Webcam.
• Fibre internet with a wired connection.
• Backup power solution.
• Microsoft Teams / Office 365.

Only candidates meeting these technical specifications will progress in the hiring process.

Hiring Process:

• Resume review.
• Prescreen questionnaire.
• One-way video interview.
• Live interview.
• Client interview.

Please note: Candidates must complete both the prescreen questionnaire and one-way video interview to be considered for further progression.

Requirements:

• Native or near-native fluency in English and French-Canadian.
• Preference for candidates with an authentic Quebecois dialect.
• Previous experience in customer service or support.
• Experience with phone, email, and chat support is preferred.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving skills.
• Ability to work independently in a remote setting.
• Reliable high-speed internet and professional remote work setup.
• Aptitude for multitasking and managing various customer interactions.

Preferred Qualifications:

• Experience with warranty claims or product support.
• Experience with North American customers.
• Call center or contact center experience.
• Familiarity with CRM or ticketing systems.