Bilingual Representative Customer Service - Full Time

Voilà; California (MO); Hybrid; USD 30,000 - 40,000; Full time

Job summary

Voilà is seeking a bilingual French Customer Service Teammate for a 100% remote role based in Ontario. You will handle customer contacts via phone, email, chat, and other channels, delivering a respectful and solutions-focused experience while contributing to ongoing improvements.

You will document interactions in Salesforce, escalate with empathy, and collaborate with cross-functional teams. A flexible schedule supporting a 24/7 operation is required.

Qualifications

• Bilingual French required.
• Strong problem-solving skills.
• Exceptional written and verbal communication.
• Team-oriented with willingness to mentor others.
• Technical proficiency with Salesforce, Kronos, Microsoft tools, and Mailgun.

Responsibilities

• Resolve inquiries, troubleshoot issues, and document interactions in Salesforce.
• De-escalate situations with empathy and empower customers.
• Contact customers on behalf of other departments and initiatives.
• Drive continuous improvement to enhance processes and satisfaction.
• Collaborate with teammates and leadership, mentoring peers and new hires.
• Keep leadership informed of emerging trends, recurring issues, and potential escalations.
• Support 24/7 operations across shifts.

Skills

Problem-solving

Communication

Teamwork

Adaptability

Mentoring

Tools

Salesforce

Kronos

Microsoft 365

Mailgun

Job description

Ready to Make an impact?

We’re looking for Bilingual (French) Customer Service Teammates in Ontario. This role is 100% remote.

As a Customer Service Teammate, you will be the frontline representative of the Voilà brand, supporting the Customer Service function by managing customer contacts through phone, email, chat, and other channels. Your focus is to provide a respectful, empathetic, and solutions-driven customer experience, while driving continuous improvement initiatives that strengthen customer satisfaction and loyalty.

Here’s where you’ll be focusing:

• Deliver a compelling customer experience by resolving inquiries, troubleshooting issues, and documenting all interactions in Salesforce.
• De-escalate situations through empathy, understanding, and empowerment, ensuring customers feel heard and supported.
• Support cross-functional needs by contacting customers on behalf of other departments and initiatives.
• Drive continuous improvement by identifying opportunities to enhance processes and customer satisfaction.
• Collaborate closely with teammates and leadership, following a “One Team” approach and supporting training/mentorship for peers and new hires.
• Keep leadership informed of emerging trends, recurring issues, and potential escalations.
• Adapt to business needs in a 24/7 operation, supporting fulfillment centres and covering a variety of shifts.

What you have to offer:

• Strong problem-solving skills, attention to detail, and ability to manage 6–7 cases per hour with accuracy.
• Exceptional written and verbal communication skills, with the ability to de-escalate and build loyalty with customers.
• Team-oriented mindset with proven collaboration skills and a willingness to mentor others.
• Technical savvy and comfort using Salesforce (CRM), Kronos, Microsoft tools, Mailgun, and social media platforms.
• Flexibility to work a range of shifts, including early mornings (starting as early as 5:30 a.m.), late evenings (as late as 12:30 a.m.), weekends, and statutory holidays.
• Adaptability and openness to feedback and coaching in a fast-paced, customer-first environment.
• Professional remote work setup with high-speed internet, a quiet, distraction-free space, and readiness for video meetings and training
• Bilingual (French)