Bilingual Customer Experience Agent (English/French)

Skills

What you'll do

• 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.

About the role

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. Requirements • 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 versionwith FileVault enabled.- RAM: Minimum 8 GB (16 GB preferred) • Noise-canceling headset • Power and internet backup required Highlights -this is remote role from Morocco -fluent English and French is a must Originally posted on Himalayas