Bilingual CX Specialist, French

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide assistance to consumers, shoppers, retailers, and advertisers during morning, mid-day, and evening shifts.

• Manage live customer interactions via phone, chat, and/or email for nearly the entirety of scheduled hours.

• Implement complex workflows utilizing established tools, policies, and knowledge base resources.

• Address order and account issues, including edge cases and escalations.

• Review account history, order specifics, and previous interactions to ascertain correct outcomes.

• Generate internal transfer tickets and document cases with comprehensive notes.

• Recognize patterns, pain points, and gaps in processes, and suggest enhancements to supervisors and management.

• Exemplify best practices, share insights with colleagues, and foster an inclusive team atmosphere.

• Report tooling bugs, policy uncertainties, contact volume spikes, and other operational challenges to leadership.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Over 1 year of experience in a customer-facing position.

• Proficiency in French, both spoken and written.

• Comfort in managing phone, chat, and/or email communications for a significant portion of the day.

• Excellent written and verbal communication abilities.

• Clear documentation for cases and transfers.

• Keen attention to detail and capability to adhere to established workflows.

• Ability to investigate problems, interpret account/order details, and make informed decisions within policy guidelines.

• Emotional intelligence and resilience when dealing with upset or frustrated customers.

• Basic technical skills with various systems, CRM tools, browser-based applications, and Google Workspace.

• Availability for evening, weekend, and holiday shifts.

• Comfort with AI-assisted tools and a readiness to embrace new technologies.

• Preferred: experience in contact centers or multi-channel support.

• Preferred: familiarity with complex, policy-intensive workflows.

• Preferred: knowledge of Salesforce, Genesys/Ujet, Zendesk, or similar tools.

• Preferred: experience in identifying trends and suggesting improvements.

• Preferred: experience in collaborative peer support or informal mentorship.

🏝️ Benefits

• Flexible work location options: home, office, or coffee shop.

• Opportunities for regular in-person events.

• Competitive market compensation and benefits package.