Bilingual Customer Service Specialist French & English  

Position Overview

We are seeking a dependable and customer-focused Customer Service Specialist. This role is responsible for assisting customers with inquiries related to gift cards, accounts, and payment issues through both phone and email support. The ideal candidate is comfortable working in a high-volume support environment, demonstrates strong problem-solving skills, and can efficiently navigate multiple systems while maintaining a positive customer experience. This role is similar to a call center or BPO customer support position, where agents are expected to manage a steady stream of customer inquiries while meeting daily productivity and quality targets.

Key Responsibilities

Customer Support

• Respond to customer inquiries related to gift cards, account access, balances, redemption issues, and payment concerns.
• Provide support via chat, email and phone channels while maintaining a professional and customer-first approach.
• Assist customers in troubleshooting common issues related to gift card activation, redemption errors, login problems, and payment processing.
• Escalate complex issues to internal teams when required while ensuring customers receive timely updates.

Email and Call Management

• Manage a high volume of requests daily.
• Meet productivity targets, including a minimum KPI of 60 resolved tickets per day.
• Ensure calls and emails are handled efficiently while maintaining quality and accuracy.
• Document all customer interactions clearly within internal systems.

Issue Resolution

• Investigate and resolve customer concerns related to:
• Gift card purchases
• Redemption issues
• Account access problems
• Payment processing errors
• Balance inquiries
• Coordinate with internal teams when necessary to resolve billing or technical issues.

Process Compliance

• Follow internal customer service processes and escalation protocols.
• Maintain accurate records of customer interactions and issue resolutions.
• Ensure customer information and financial data are handled securely and in accordance with company policies.

Required Tech Stack

• Agents must have a reliable work computer, preferably dual monitors
• Reliable and fast internet with backup incase of outages
• Quiet and professional workspace suitable for taking customer calls

What Success Looks Like

• Customer inquiries are resolved quickly and accurately.
• Email KPI targets of 60+ resolved tickets per day are consistently achieved.
• Calls are handled professionally with a strong focus on customer satisfaction.
• Issues are documented clearly and escalated appropriately when necessary.
• Customers have confidence that their gift card, payment, and account issues are handled effectively.

Schedule

• Candidates are required to work on PST schedule and some weekends will be required.

Minimum Qualifications

Required Qualifications

• Must be proficient in both English and French.
• Minimum 3 years of experience in a BPO or call center environment.
• Strong experience handling high-volume inbound support requests.
• Proven ability to manage customer issues calmly and professionally.
• Excellent written and verbal communication skills.
• Ability to work efficiently while meeting daily productivity targets.
• Strong organizational and multitasking skills.
• Comfortable navigating multiple systems while assisting customers.

Preferred Qualifications

• Experience supporting e-commerce, payments, or digital products such as gift cards.
• Experience with Zendesk is a plus.
• Basic technical troubleshooting experience (account access issues, browser issues, payment errors, etc.).
• Experience working with ticketing systems or customer support platforms.
• Experience meeting or exceeding daily service KPIs and performance metrics.