Customer Service Representative (Bilingual French/English)

Customer Service Representative — Bilingual French/English

Priority LocationAfrica or LATAM preferred

Work HoursMonday–Friday, 9:00 AM–5:00 PM Eastern Time

Salary Range1,000– 2,000 USD/month, depending on experience and language proficiency

Type of ContractDirect Hire

Type of JobRemote, Full-time

Start DateASAP

LanguagesFluent French and English — required

About the Company

Our client is a Quebec-based direct-to-consumer watch brand serving customers across more than 40 countries. The company operates with a lean, entrepreneurial team and is entering an exciting period of growth with a rebrand, new product launches, renewed international advertising, and expansion into additional markets.

With the holiday season accounting for a significant portion of annual demand, the company is looking to strengthen its Customer Service team ahead of increased customer volume.

About the Role

We are looking for a Bilingual Customer Service Representative who is fluent in both French and English to support customers across international markets.

This role will handle approximately 80% written support through email and chat and 20% phone support , helping customers with orders, products, shipping, delivery, and general service inquiries.

The ideal candidate is dependable, organized, and customer-focused, with the ability to communicate professionally in both languages and work independently within a lean, fast-moving team.

Key Responsibilities

Customer Support

• Respond to customer inquiries through email, live chat, and phone.

• Provide professional support in both French and English.

• Assist customers with product, order, shipping, delivery, and service-related questions.

• Investigate customer concerns and provide appropriate solutions.

• Escalate complex issues when necessary.

• Follow up with customers to ensure issues are fully resolved.

Inbox & Ticket Management

• Manage incoming customer requests through Gorgias .

• Prioritize tickets based on urgency and customer impact.

• Maintain timely response and resolution times.

• Help reduce existing Customer Service backlog.

• Keep customer conversations and records organized and properly documented.

Customer Experience

• Represent the brand professionally in every customer interaction.

• Communicate clearly and empathetically with customers across different markets.

• Maintain a polished and confident telephone presence.

• Adapt communication appropriately between French- and English-speaking customers.

• Identify recurring customer concerns and communicate them to the wider team.

Team Collaboration

• Work closely with the existing Customer Service team.

• Coordinate with fulfillment and other internal teams to resolve customer issues.

• Communicate recurring problems, customer feedback, and process improvement opportunities.

• Support increased customer volume during peak periods, particularly Q4.

What We're Looking For

Must-Have

• Fluent French and English , both written and spoken.

• Previous experience in Customer Service, Customer Support, e-commerce support, or a similar customer-facing role.

• Strong written communication skills.

• Comfortable communicating through email, chat, and phone.

• Strong problem-solving and conflict-resolution skills.

• Excellent attention to detail and organization.

• Able to manage multiple customer conversations simultaneously.

• Comfortable working independently in a remote environment.

• Reliable and available to work Eastern Time hours.

• Able to remain professional and composed during high-volume periods.

Nice-to-Have

• Experience supporting a DTC or e-commerce brand.

• Experience using Gorgias or similar customer service platforms.

• Experience supporting customers in Canada, the U.S., UK, or other international markets.

• Experience with premium consumer products, fashion, accessories, watches, jewelry, or lifestyle brands.

• Experience with order management, fulfillment, shipping, returns, and exchanges.

• Experience working in a small or fast-growing company.

Ideal Candidate Profile

The ideal candidate is a polished and dependable bilingual customer service professional who genuinely cares about delivering an excellent customer experience.

They should be comfortable working independently, managing a high volume of inquiries, and taking ownership of customer issues from start to finish.

They should also be equally confident communicating with customers in both French and English , whether through written channels or over the phone.

What Success Looks Like

• Quickly becoming knowledgeable about the company's products, policies, and processes.

• Reducing the existing Customer Service backlog.

• Maintaining strong response and resolution times.

• Providing consistent, high-quality support in both French and English.

• Independently handling the majority of routine customer inquiries.

• Maintaining service quality as customer volume increases.

• Becoming a reliable long-term member of the Customer Service team.

Why Join?

• Join an international DTC brand during an exciting period of growth.

• Work within a lean and entrepreneurial remote team.

• Have a direct impact on the customer experience.

• Support an international customer base across 40+ countries.

• Opportunity to grow alongside the company as its Customer Service function expands.