Bilingual Customer Experience Representative

Jobgether SRL; United States; Remote; USD 31,000 - 45,000; Full time

Benefits offered by this job

Remote work Canada-wide

Health insurance

Tuition reimbursement

Job summary

Jobgether SRL is seeking a customer support specialist to blend service expertise with technical troubleshooting. This role emphasizes high-quality customer interactions and efficient issue resolution across inbound and outbound calls and digital channels.

Requirements include French/English bilingualism, 3+ years in customer service, and strong typing accuracy. A high school diploma is required, with a bachelor’s degree considered a plus.

Qualifications

• Strong customer service experience in a high-volume environment.
• Bilingual in French and English.
• Minimum 3 years of customer service experience.
• High school diploma or GED; a bachelor’s degree is an asset.
• Experience handling a high volume of inquiries (1+ year).
• Typing speed of at least 55 words per minute; good grammar and punctuation.
• Confidence with PC-based applications and Microsoft Office.
• Ability to multitask, prioritize, and manage time effectively.
• Strong relationship-building and professional cross-functional collaboration.

Responsibilities

• Combine customer service with technical problem-solving to resolve inquiries.
• Provide customer support via phone and digital channels.
• Guide customers through installation and product setup.
• Escalate complex cases to internal resources when needed.
• Maintain knowledge of product catalogs, manuals, and pricing documents.
• Meet goals, KPIs, and performance expectations.

Skills

Customer service

Technical aptitude

Communication

Multitasking

Time management

Typing 55 wpm

Education

High school diploma or GED

Bachelor's degree is a plus

Tools

Microsoft Office

Outlook

Word

Excel

Job description

Accountabilities

• In this role, you will combine customer service expertise with technical problem-solving to resolve inquiries efficiently while maintaining high service and quality standards.
• Provide positive customer experiences and troubleshoot basic technical issues primarily through inbound and outbound phone interactions.
• Provide customer support through digital channels when required.
• Assist customers with product-related issues and identify appropriate resolutions or next steps.
• Escalate complex cases or seek guidance from internal resources and subject matter experts when necessary.
• Guide customers through installation, mobile application setup, product registration, and other how-to inquiries.
• Act as the voice of the customer by communicating recurring issues, case drivers, and known problems to internal stakeholders.
• Build customer trust by consistently following through on commitments and providing professional, courteous support.
• Develop and maintain strong knowledge of mechanical and electronic consumer products and their components.
• Build expertise in advanced troubleshooting scenarios and more complex products, including connected and integrated locks.
• Participate in ongoing product, technical, and customer service training.
• Maintain working knowledge of product catalogs, manuals, instructional materials, templates, and pricing documentation.
• Follow established processes and maintain high standards of performance and service quality.
• Meet established goals, KPIs, and performance expectations consistently.
• Contribute positively to team activities and cross-functional collaboration.

Requirements:

• The ideal candidate combines strong customer service experience with technical aptitude, excellent communication skills, and the ability to manage multiple priorities in a high-volume environment.
• Bilingual proficiency in French and English is required.
• Minimum 3 years of customer service experience preferred.
• High school diploma or GED required; a bachelor's degree is an asset.
• At least 1 year of experience handling a high volume of customer inquiries.
• Ability to type at least 55 words per minute at corrected/net speed.
• Excellent written and verbal communication skills, including strong grammar and punctuation.
• Basic computer skills and confidence working with PC-based applications.
• Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel, as well as basic web applications.
• Strong proficiency and comfort using applications on smart devices such as smartphones and tablets.
• Ability to multitask, prioritize competing demands, and manage time effectively.
• Ability to identify recurring customer issues and communicate relevant trends.
• Strong relationship-building skills and the ability to establish professional cross-functional working relationships.
• Customer-focused mindset with strong attention to quality, professionalism, and follow-through.

Benefits:

• Fully remote work opportunity available in Alberta, British Columbia, Manitoba, Nova Scotia, Ontario, Quebec, Saskatchewan, New Brunswick, and Prince Edward Island.
• Full-time schedule, generally Monday to Friday from 9:00 a.m. to 5:30 p.m. EST.
• Potential requirement to work weekends or holidays when business needs require.
• Competitive base salary of CAD $44,000–$64,000 , depending on skills, experience, and other permitted factors.
• Eligibility for a 5% bonus incentive .
• Eligibility for paid time off and holiday pay.
• Eligibility for overtime compensation.
• Health, dental, and other insurance coverage.
• Tuition reimbursement and opportunities for continued professional development.
• Employee discounts.
• Individual development plans and career growth opportunities.
• Opportunities for strengths-based development through CliftonStrengths testing and coaching.
• Collaborative, cross-functional, and high-energy working environment.
• Commitment to diversity, inclusion, and belonging.
• Opportunities for community involvement and giving back.
• Ongoing training to strengthen product knowledge, technical capabilities, and customer service skills.