Bilingual Customer Experience Agent (English/French) - Remote

About the Role

TechBiz Global is seeking a Bilingual Customer Experience Agent to join one of our top clients' teams. This is an exciting opportunity to grow in an innovative environment while delivering exceptional customer support across multiple channels.

Main Responsibilities

• Handle customer inquiries via phone, email, and chat in English and French
• Assist customers with product information, order status, billing concerns, tracking, returns, exchanges, and account support
• Investigate, troubleshoot, and resolve customer issues by identifying root causes and providing clear solutions
• Document all customer interactions accurately in CRM or support tools
• Stay updated on processes, policies, and product information to ensure consistent support
• Meet performance expectations for quality, responsiveness, and customer satisfaction

Required Qualifications

• 2-4 years of experience in customer service or customer-facing support roles
• Fluency in English and French (spoken and written)
• Strong communication skills with ability to explain solutions clearly and professionally
• Customer-focused, empathetic, and solution-oriented mindset
• Ability to handle multiple channels and tasks in a fast-paced environment
• Experience with CRM tools such as Zendesk, Salesforce, or Shopify (preferred but not required)

Technical Requirements

• High-speed internet connection (minimum 20 Mbps or fiber)
• Genuine business laptop with built-in hardware security and full-disk encryption
• Windows 11 (2021 model or newer) with TPM 2.0 and BitLocker enabled, or Mac (2020 model or newer) with FileVault enabled
• Minimum 8 GB RAM (16 GB preferred)
• Noise-canceling headset
• Power and internet backup