Bilingual French Customer Experience Specialist (Canada-Remote)

Quince; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading e-commerce company in Canada is looking for a bilingual Customer Retention Specialist. This remote role entails addressing customer concerns and enhancing their overall experience. Candidates should have at least 2 years of customer service experience and must manage inquiries across multiple channels. The position offers a competitive pay structure with benefits and a supportive work environment for remote candidates.

Benefits

Paid training

Competitive pay

Comprehensive benefits

Bonus potential

Guaranteed minimum hours

Qualifications

• At least 2 years of customer service experience.
• Proven ability to manage time and prioritize tasks.
• Experience handling high-volume customer inquiries.

Responsibilities

• Troubleshoot and resolve customer concerns.
• Build customer loyalty through personalized support.
• Identify recurring issues and provide feedback to improve processes.

Skills

Customer service

Bilingual in French and English

Problem-solving

Communication

Adaptability

Education

High School diploma or GED equivalent

Job description

Overview

Quince is launching in Canada and is seeking talented, bilingual professionals to help build a world-class customer experience from the ground up. This remote role serves candidates living more than 50 kilometers from Toronto; the position allows you to contribute to a brand-new market and set the standards for our Canadian operations.

We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team.

What You’ll Do

• Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Who You Are

• You are a people-first person with an intuitive understanding of the customer's experience.
• You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction.
• Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers.
• You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment.
• You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment.
• You are flexible and available to work weekends and key holidays as needed, including in November and December.
• You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning.
• Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance.
• Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed.

What You’ll Get

• Competitive Pay that Grows With You: Start at 24.00 CAD per hour with an increase to 25.00 CAD per hour after successfully passing the 90-day introductory period.
• Extra Earning Power: Earn up to 1,300 CAD each month in bonus pay, based on your performance. Great work gets recognized every month. CAD amount is based on the current US program and USD <> CAD exchange rate.
• We Invest In You: 3-week paid training and a thoughtful onboarding experience to set you up for success.
• Set schedule, guaranteed hours: You’ll know your schedule ahead of time and receive a reliable paycheck. We offer our specialists guaranteed minimum hours, set schedules, and paid time off.
• Comprehensive Benefits: We offer a comprehensive suite of benefits and wellness resources to support your health, including Hospital Coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability Coverage, and more.
• Refer your friends: Refer great talent and earn a bonus when they join the team. It pays to work with people you like!

Requirements to Apply

• High School diploma or GED equivalent.
• Must be Bilingual in French and English.
• At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting.
• A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat).
• Demonstrated ability to write and communicate with exceptional clarity and attention to detail.
• Experience in a job where a strong ability to problem-solve was a core function.
• Technical:
  • For Remote Workers: A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+ Mbps.

Note: Every Retention Specialist has a 90-day introductory period, and a successful completion of the introductory period is required. This position is remote-approved for candidates who reside outside of a 50 km radius of our Toronto office. If you reside within 50 km of our Toronto office, you will be required to work on-site four (4) days per week.

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

If you require reasonable accommodation during any part of the application or interview process, please contact [e-mail]. We are committed to ensuring an inclusive and accessible hiring process for all candidates.