Bilingual Online Billing and Support Agent – French, English

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

📋 Description

• Assisting Customers, Stores, and Customer Service through telephone and email concerning customer and/or order-related inquiries.

• Engaging in fraud prevention, recovery of unsuccessful settlements, chargebacks, billing inquiries, refunds/adjustments, and providing order status updates.

• Efficiently following through on assigned tasks with a strong emphasis on quality.

• Maintaining a high level of accuracy while completing tasks.

• Investigating high-risk orders to identify unauthorized transactions and potential abuse.

• Effectively resolving billing inquiries, including requests for invoices, chargebacks, refunds, and adjustments.

• Offering phone and email support to our Customers, Stores, and Customer Service Team.

• Examining late orders using various tools and applications.

• Consistently following through on assigned tasks with efficiency, accuracy, and high quality.

• Acting as an advocate for the customer.

• Recognizing and anticipating customer expectations and needs.

• Encouraging input from colleagues and sharing technical expertise.

⛳️ Requirements

• Secondary School Diploma.

• Over 2 years of Customer Service experience.

• Exceptional communication abilities, both verbal and written.

• Strong organizational skills with the capability to manage multiple projects simultaneously while adhering to deadlines and quickly adapting to changing priorities.

• Highly motivated and optimistic.

• Capable of managing stressful situations involving escalations from upset customers.

• Proficient in Excel.

• Works effectively independently with minimal supervision.

• Detail-oriented, with a focus on accuracy and quality.

• Experience in a Call Centre is a plus.

• Proficient in verbal and written communication in both French and English.

• Flexible schedule availability (Mon-Sun 9am-11pm ET, including Stat Holidays).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• Supportive team environment and culture.

• Comprehensive health and wellness benefits.