Bilingual Customer Experience Agent (English/French)

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking an Customer Experience Agent specialist to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities:

• Handle customer inquiries across phone, email, and chat in English and one additional language (French).

• Assist customers with product information, order status, billing concerns, tracking, returns, exchanges, and general account support.

• Investigate, troubleshoot, and resolve customer issues by identifying root causes and providing clear solutions.

• Ensure accurate documentation of all customer interactions in CRM or support tools.

• Stay updated on processes, policies, and product information to provide consistent and accurate support.

• Meet performance expectations related to quality, responsiveness, and customer satisfaction.

• Have 2-4 years of experience in customer service or any customer-facing support role.

• Are fluent in English and French (spoken and written).

• Have strong communication skills with the ability to explain solutions clearly and professionally.

• Are customer-focused, empathetic, and solution-oriented.

• Can handle multiple channels and tasks in a fast-paced environment.

• Have experience using tools such as Zendesk, Salesforce, Shopify, or similar platforms (a plus, not required).

Technical Requirements:

• Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection.

• Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
  - Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
  - Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version with FileVault enabled. - RAM: Minimum 8 GB (16 GB preferred)

• Noise-canceling headset

• Power and internet backup required