Website:
aventriz.com
Job details:
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
Click on Apply to know more.