Email Bilingual CSR (French + English)

Role: Bilingual CSR (French + English)
Contract: Full-time Remote Contractor
(40 hours weekly / 160 hours monthly)
Business Hours: TBD (This role requires flexibility to accommodate business hours across EST time zone)
Rate: $800 - $1,120 USD monthly / $9,600 - $13,440 USD annually
(Salary is negotiable based on experience and location)
Availability to Start: Immediately

Client's Profile

This rapidly growing NYC-based Consulting firm is run by an incredible Customer Experience Advisor and Startup Strategist who has worked with 50+ brands and Fortune 100 companies. They define their clients' ideal customer experience by working closely with key internal stakeholders.

What You'll Do

As a Bilingual Customer Service Representative, you will deliver exceptional customer experiences via email in French and English. You are the first point of contact for customers, responding to inquiries with professionalism, empathy, and a helpful demeanor. Your responsibilities include managing customer communications, resolving concerns, and providing accurate information about billing, orders, and shipping. You will precisely handle order processing, returns, and warranty claims and ensure data accuracy in CRM systems like Shopify. By collecting customer feedback, you will actively contribute to process improvements and enhance service delivery. With at least three years of experience in customer support, strong e-commerce knowledge, and fluency in helpdesk tools, you will balance tasks efficiently while maintaining a detail-oriented approach, embodying the company's values in every interaction. Your responsibilities will include:

Customer Communication & Support
Respond to customer inquiries via email, maintaining professionalism, patience, and a friendly personality.
Handle customer return requests efficiently and accurately.
Guide customers through the return process via the returns portal.
Assist customers with understanding the return policy.
Provide general sizing and product advice to help customers make informed purchase decisions.
Work with the 3PL (Third-Party Logistics) provider to ensure timely refund processing.
Curate, organize, and prioritize incoming customer communications, ensuring timely and accurate responses.
Address and resolve customer concerns effectively, striving to exceed expectations in every interaction.
Provide clear and professional responses to returns and refund status updates via email.
Develop and maintain comprehensive knowledge of the company's products, services, and policies to provide accurate information.
Customer Experience Management
Ensure every customer interaction is positive, empathetic, and aligned with the company's values.
Provide a seamless and enjoyable experience throughout the customer lifecycle, from inquiry to post-purchase.
Collect and analyze customer feedback, sharing insights with the team to drive continuous improvement.
CRM Management & Data Entry
Maintain and update customer records in the CRM system, ensuring accuracy and consistency.
Oversee Shopify data management tasks, including order tracking and inventory updates.
Generate basic reports on customer inquiries, orders, and feedback to identify trends and opportunities.
Process Improvement & Feedback
Identify areas for improvement in customer service workflows and propose actionable solutions.
Collaborate with leadership to optimize service delivery processes and enhance the customer journey.
Stay updated on industry trends and share insights to improve operational efficiency.
Administrative Tasks
Assist in organizing and maintaining digital records for customer transactions and communications.

What You Should Have

At least three years of experience in Customer Service, Client Support, or similar fields.
At least six months of experience working remotely with clients/companies from the US, UK, CA, and/or AU.
Fluency in French and English, with the ability to provide exceptional support across both languages.
Experience with 3PL management for efficient product tracking purposes is a definite advantage.
Proficiency in Shopify or similar e-commerce platforms.
Experience with helpdesk tools such as Kustomer, Zendesk, or Gorgias, demonstrating adaptability to similar platforms.
Experience using NewStore Order Management System, Microsoft Teams, and Slack.
Experience in the e-commerce industry, with a solid understanding of online sales and customer management processes.
A patient, professional demeanor coupled with a fun and approachable personality.
Strong desire to learn and take on new responsibilities.
Detail-oriented mindset, ensuring accuracy and thoroughness in all tasks.
Technology Specifications:
Minimum 80 Mbps Internet Speed
Windows 11 or macOS 15 Sequoia
Minimum intel i5 8th gen with 8GB of RAM or Apple M1 chip with 8GB of RAM
Webcam and Headset
Designated Office Space in your home

Who You Are

We are hoping you are someone who:

Thrives in a team environment, contributing ideas and supporting others.
Consistently prioritizes the customer experience with a considerate approach.
Balances multiple responsibilities with a structured, detail-oriented approach.
Infuses the workplace with energy, enthusiasm, and a vibrant attitude.