Bilingual (English and French) Customer Service Representative (B2B)

BruntWork; Polynésie française; On-site; EUR 32,000 - 42,000; Full time

Job summary

BruntWork is seeking a Commercial Client Care Specialist to deliver exceptional service to our B2B clients. You will be the main contact for inquiries, orders, issue resolution, and after-sales support, ensuring a positive customer experience and strong relationships.

The role involves coordinating with Operations, Sales, and Logistics, managing orders in our CRM/ERP, and supporting key accounts. English and French fluency are required, with experience in ERP/CRM systems.

Qualifications

• Diploma or Bachelor’s degree in Business Administration, Customer Service, Supply Chain, or related field.
• Fluency in English and French both written and spoken.
• 2+ years in customer service or account management, preferably B2B.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other channels.
• Provide accurate information on products, services, pricing, and order status.
• Resolve customer concerns in a professional and timely manner.
• Maintain high customer satisfaction through proactive communication.
• Process commercial orders accurately and efficiently.
• Coordinate with warehouse and logistics to ensure timely shipments.
• Monitor order progress and provide delivery updates.
• Manage order modifications, replacements, and returns.
• Build and maintain strong relationships with commercial customers.
• Support key accounts to meet operational needs.
• Follow up on requests until resolution.
• Escalate complex issues to appropriate departments.
• Work with Operations, Sales, Warehouse, Production, and Finance.
• Coordinate solutions for delays, shortages, and product availability.
• Assist with special projects and large orders.
• Maintain accurate customer records in CRM/ERP.
• Document customer interactions and service requests.
• Prepare reports on issues, resolutions, and service performance.
• Identify recurring issues and suggest process improvements.

Skills

English fluency

French fluency

CRM/ERP experience

Communication skills

Education

Bachelor's degree in Business Administration

Tools

Zoho

Shopify

Job description

The Commercial Client Care Specialist is responsible for providing exceptional customer service to commercial (B2B) clients. This role serves as the primary point of contact for customer inquiries, order management, issue resolution, and after-sales support while ensuring a positive customer experience and maintaining strong business relationships. Our client is looking for a dedicated professional to join their team.

Schedule

Friday: 11:00 AM - 5:00 PM, 30-minute paid break, 6 hours

Saturday: 10:00 AM - 5:00 PM, 30-minute paid break, 7 hours

Sunday: 10:00 AM - 5:00 PM, 30-minute paid break, 7 hours

(Wednesday daytime availability is considered an advantage.)

Responsibilities

• Respond promptly to customer inquiries via phone, email, and other communication channels.
• Provide accurate information regarding products, services, pricing, and order status.
• Resolve customer concerns in a professional and timely manner.
• Maintain a high level of customer satisfaction through proactive communication.
• Process commercial orders accurately and efficiently.
• Coordinate with the warehouse and logistics teams to ensure timely shipments.
• Monitor order progress and provide customers with delivery updates.
• Manage order modifications, replacements, and returns.
• Build and maintain strong relationships with commercial customers.
• Support key accounts by ensuring their operational needs are met.
• Follow up on customer requests until resolution.
• Escalate complex issues to the appropriate departments when necessary.
• Work closely with Operations, Sales, Warehouse, Production, and Finance.
• Coordinate solutions for shipping delays, inventory shortages, and product availability.
• Assist with special customer projects and large commercial orders.
• Maintain accurate customer records in the CRM/ERP system.
• Document customer interactions and service requests.
• Prepare reports on customer issues, resolutions, and service performance.
• Identify recurring issues and recommend process improvements.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Customer Service, Supply Chain, or a related field.
• Excellent verbal and written communication skills in English and French.
• Fluency in English and French (PLEASE SUBMIT ENGLISH AND FRENCH VOICE RECORDING LINKS).
• 2+ years of experience in customer service or account management, preferably in a B2B environment.
• Experience using ERP or CRM systems (e.g., Zoho, Shopify, or similar) is an asset.
• Strong organizational and problem-solving skills.
• Proficiency in Microsoft Office (Excel, Outlook, Teams, Word).

Key Performance Indicators (KPIs)

• Customer response time.
• Order accuracy.
• On-time issue resolution.
• Number of open customer cases.
• Return and replacement processing time.????