Bilingual Customer Service Representative

New

Fully remote work setup within CanadaFull-TimeMiddle

Salary44,000 - 71,300 CAD per year

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Job Details

1–3 years of experience in customer service, order management, or a similar support-focused role.
Bilingual proficiency in French and English (written and spoken) is mandatory.
Strong computer literacy with the ability to work across multiple systems and dual monitors simultaneously.
Experience with CRM or ERP tools such as SAP or SAP C4C is an asset.
Excellent problem-solving skills with the ability to interpret customer issues and provide effective solutions.
Strong organizational skills, attention to detail, and ability to manage high volumes of requests.
Clear communication skills and ability to collaborate effectively with internal teams and external stakeholders.
Ability to work in a structured, KPI-driven environment with a focus on quality and responsiveness.

Handle inbound calls and emails in both French and English, supporting customers with order processing, tracking, and troubleshooting requests.
Own the full customer request lifecycle from initiation through resolution, ensuring timely and accurate follow-up.
Process purchase orders and related transactions using multiple systems while maintaining a high level of data accuracy.
Investigate and resolve order issues, including returns, backorders, substitutions, and shipping escalations.
Collaborate closely with sales teams and internal stakeholders to support pricing updates, product availability, and customer needs.
Maintain accurate records across CRM and operational tools while meeting key performance metrics such as productivity and quality.
Identify opportunities to improve processes, enhance efficiency, and improve the overall customer experience.

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