Bilingual Ecommerce Customer Success Specialist

Joseph Ribkoff Inc.; Dorval; On-site; CAD 42,000 - 66,000; Full time

Job summary

Joseph Ribkoff is seeking an Ecommerce Customer Success Specialist to support customers via phone, chat, and email, in English and French. You will ensure seamless order management and deliver a world-class experience in a fast-paced ecommerce environment.

You will collaborate with marketing, operations, and logistics to ensure timely order fulfillment, handle returns and inquiries, and identify opportunities to enhance satisfaction and loyalty.

Qualifications

• 2+ years of customer service experience in ecommerce, fashion, or retail.
• Fluency in English and French (spoken and written).
• Experience supporting customers across phone, chat, and email.
• Strong written communication with tone and clarity.
• Familiarity with ecommerce platforms (e.g., Gorgias & Shopify).
• Excellent organizational skills with multi-case handling.
• Customer-first mindset with premium brand expectations.

Responsibilities

• Respond promptly to customer inquiries across phone, chat, and email in English and French
• Support customers with orders, returns, exchanges, shipping, payments, and product information
• Provide guidance on sizing, fit, styling, and product availability
• Resolve issues professionally while maintaining brand tone
• Document interactions accurately and update customer accounts in the service platform
• Identify opportunities to improve customer experience or suggest additional products
• Escalate complex or sensitive issues to the appropriate internal teams
• Collaborate with marketing, operations, and logistics teams to ensure timely and accurate order fulfillment
• Maintain a thorough understanding of brand collections, promotions, and policies

Skills

Bilingual EN/FR

Ecommerce CS experience

Multi-channel support

Strong written comms

Fashion retail knowledge

Tools

Gorgias

Shopify

Job description

Joseph Ribkoff is seeking an Ecommerce Customer Success Specialist to support customers via phone, chat, and email, in English and French. You will ensure seamless order management and deliver a world-class experience in a fast-paced ecommerce environment.

You will collaborate with marketing, operations, and logistics to ensure timely order fulfillment, handle returns and inquiries, and identify opportunities to enhance satisfaction and loyalty.