Bilingual Customer Service Specialist [FR/ENG]

Job Title:

Bilingual Customer Service Specialist [FR/ENG] Location:

Remote Employment Type:

Full-Time Industry:

Retail & eCommerce

About us: At Aventriz, we partner with ambitious organizations to simplify operations, global expansion and build sustainable growth strategies. Our team is driven by excellence, integrity and a commitment to long-term success both for our clients and our people.

About the Role: We are seeking a passionate and detail-oriented

Bilingual Customer Service Specialist [FR/ENG]

to support a growing retail and eCommerce operation serving customers across Canada. In this role, you will manage customer inquiries across multiple channels, resolve issues efficiently, support store operations and contribute to delivering a consistent and positive customer experience. This position requires professionalism, strong communication skills and the ability to work within KPI-driven service standards.

Responsibilities: Manage Customer Interactions:

Handle incoming calls, emails, online chat and social media inquiries through a customer service tool. Lead Generation:

Support the roll-out of personalized shopping experiences. Identify sales opportunities and convert prospects into loyal customers. Recommendations:

Advise products and services and suggest improvements to our offerings based on customer feedback. Handle Complaints:

Resolve customer issues promptly and appropriately, ensuring follow-up for problem resolution. Continuous Improvement:

Suggest and implement improvements based on the feedback of customers. Performance:

Resolve tickets within OLA timeframes using key performance indicators as a benchmark of service. Store Support:

Support physical outlets with any questions or assistance on their POS cash registers as needed. Build Relationships:

Establish trust-based relationships with clients through open communication. Follow Procedures:

Adhere to internal policies and procedures while striving to exceed set objectives. Documentation:

Maintain accurate records of interactions and manage customer accounts.

Qualifications: Minimum 2 years of experience in customer support. Full professional proficiency in

French and English (oral and written) . Experience working with KPIs and service benchmarks. Strong communication, interpersonal and problem-solving skills. Sales experience is considered an asset. Retail or fashion industry experience is a plus. Experience with helpdesk and CRM softwares.

Work Schedule & Requirements: Full-time, permanent role Fully remote Flexibility required for scheduling, including evenings and weekends Availability during retail operating days, including certain statutory holidays when stores are open Availability during peak retail seasons On-call availability may be required during high-volume periods

Why Join Us? Remote work environment Structured, KPI-driven operations Opportunity to grow within a scaling global operations team Competitive compensation based on experience