Customer Support Specialist

About the role

We are seeking a French‑bilingual Customer Support Specialist to provide high‑quality assistance to English‑speaking customers. The role is ideal for professionals who enjoy problem‑solving, technology, and a fast‑paced environment while delivering an outstanding customer experience.

Key responsibilities

• Deliver customer service and technical support in English via phone, chat, or email.
• Handle inquiries related to products, services, billing, and technical issues.
• Troubleshoot and resolve customer problems efficiently and professionally.
• Document all interactions accurately in CRM and internal systems.
• Follow quality standards, security policies, and operational procedures.
• Meet or exceed KPIs such as CSAT, AHT, FCR, and Quality.
• Escalate complex or sensitive cases according to established guidelines.
• Maintain a customer‑focused, empathetic, and solution‑oriented attitude.

Required profile

• Advanced English proficiency (B2) – required.
• Strong verbal and written communication skills in English.
• Customer‑service orientation with problem‑solving and critical‑thinking abilities.
• Adaptability, stress tolerance, teamwork, accountability, and attention to detail.
• Flexible schedule availability and commitment to quality, compliance, and security standards.
• Willingness to learn, grow, and develop within the organization.

Required skills

• Basic to intermediate computer proficiency.
• Experience with CRM systems.
• Experience with ticketing tools.
• Ability to multitask across multiple systems.