Customer Service Representative (Bilingual French/English)

Customer Service Representative — Bilingual French/English

Priority Location:Africa or LATAM preferredWork Hours:Monday–Friday, 9:00 AM–5:00 PM Eastern TimeSalary Range:1,000–2,000 USD/month, depending on experience and language proficiencyType of Contract:Direct HireType of Job:Remote, Full-timeStart Date:ASAPLanguages:Fluent French and English — required

About the Company

Our client is a Quebec-based direct-to-consumer watch brand serving customers across more than 40 countries. The company operates with a lean, entrepreneurial team and is entering an exciting period of growth with a rebrand, new product launches, renewed international advertising, and expansion into additional markets.

With the holiday season accounting for a significant portion of annual demand, the company is looking to strengthen its Customer Service team ahead of increased customer volume.

About the Role

We are looking for aBilingual Customer Service Representativewho is fluent in both French and English to support customers across international markets.

This role will handle approximately80% written support through email and chat and 20% phone support, helping customers with orders, products, shipping, delivery, and general service inquiries.

The ideal candidate is dependable, organized, and customer-focused, with the ability to communicate professionally in both languages and work independently within a lean, fast-moving team.

Key Responsibilities

Customer Support
* Respond to customer inquiries through email, live chat, and phone.
* Provide professional support in both French and English.
* Assist customers with product, order, shipping, delivery, and service-related questions.
* Investigate customer concerns and provide appropriate solutions.
* Escalate complex issues when necessary.
* Follow up with customers to ensure issues are fully resolved.

Inbox & Ticket Management
* Manage incoming customer requests throughGorgias.
* Prioritize tickets based on urgency and customer impact.
* Maintain timely response and resolution times.
* Help reduce existing Customer Service backlog.
* Keep customer conversations and records organized and properly documented.

Customer Experience
* Represent the brand professionally in every customer interaction.
* Communicate clearly and empathetically with customers across different markets.
* Maintain a polished and confident telephone presence.
* Adapt communication appropriately between French- and English-speaking customers.
* Identify recurring customer concerns and communicate them to the wider team.

Team Collaboration
* Work closely with the existing Customer Service team.
* Coordinate with fulfillment and other internal teams to resolve customer issues.
* Communicate recurring problems, customer feedback, and process improvement opportunities.
* Support increased customer volume during peak periods, particularly Q4.

What We're Looking For

Must-Have
* Fluent French and English, both written and spoken.
* Previous experience in Customer Service, Customer Support, e-commerce support, or a similar customer-facing role.
* Strong written communication skills.
* Comfortable communicating through email, chat, and phone.
* Strong problem-solving and conflict-resolution skills.
* Excellent attention to detail and organization.
* Able to manage multiple customer conversations simultaneously.
* Comfortable working independently in a remote environment.
* Reliable and available to work Eastern Time hours.
* Able to remain professional and composed during high-volume periods.

Nice-to-Have
* Experience supporting a DTC or e-commerce brand.
* Experience usingGorgiasor similar customer service platforms.
* Experience supporting customers in Canada, the U.S., UK, or other international markets.
* Experience with premium consumer products, fashion, accessories, watches, jewelry, or lifestyle brands.
* Experience with order management, fulfillment, shipping, returns, and exchanges.
* Experience working in a small or fast-growing company.

Ideal Candidate Profile

The ideal candidate is apolished and dependable bilingual customer service professionalwho genuinely cares about delivering an excellent customer experience.

They should be comfortable working independently, managing a high volume of inquiries, and taking ownership of customer issues from start to finish.

They should also be equally confident communicating with customers inboth French and English, whether through written channels or over the phone.

What Success Looks Like
* Quickly becoming knowledgeable about the company's products, policies, and processes.
* Reducing the existing Customer Service backlog.
* Maintaining strong response and resolution times.
* Providing consistent, high-quality support in both French and English.
* Independently handling the majority of routine customer inquiries.
* Maintaining service quality as customer volume increases.
* Becoming a reliable long-term member of the Customer Service team.