Bilingual Customer Support Specialist (EN/FR)

Bilingual Customer Support Specialist (EN/FR)

Location: Remote (Canada)

Job Type: Full-Time (1-Year Contract, with possibility to extend)

About the Role:

We are seeking high-performing bilingual professionals to act as authorized representatives of our organization, delivering customer support services to clients across Canada.

This role goes beyond traditional customer service, you will be responsible for owning customer interactions, solving problems, and delivering clear, accurate, and empathetic support in a fast-paced environment.

You will represent our organization directly and play a critical role in maintaining customer trust, service quality, and operational excellence.

Key Responsibilities:
• Handle inbound customer interactions (calls, emails, chat) in both English and French with a high level of professionalism and clarity.
• Provide accurate information and guide customers through account, service, or operational inquiries.
• Manage and prioritize a high volume of requests while maintaining quality and efficiency.
• Document and track all interactions using CRM systems such as Zendesk, Salesforce, or ServiceNow.
• Identify issues, resolve them efficiently, and escalate complex cases with clear context when required.
• Maintain consistent performance aligned with KPIs such as response time, resolution time, and customer satisfaction.
• Act as a trusted point of contact, ensuring customers feel supported and confident after each interaction.

Qualifications:
• Minimum 2 years of experience in customer service, support, or call centre environments.
• Fluency and great accent in both English and French (spoken and written) is mandatory.
• Strong, clear, and professional communication in both languages is essential.
• Experience working in high-volume, fast-paced environments.
• Familiarity with CRM or ticketing systems such as (Zendesk, Salesforce, ServiceNow).
• Strong problem-solving, organization, time management skills and empathy.
• Ability to work independently and manage workload with minimal supervision.
• Comfortable acting as an authorized representative of our profiles in all customer interactions.

Nice to Have:
• Experience in financial services, logistics, or technical support.
• Previous experience in inbound call center or customer operations roles.

What We’re Looking For:
• A strong customer-first mindset with the ability to build trust through communication.
• Ability to remain calm, professional, and solution-oriented under pressure.
• High attention to detail and commitment to accuracy.
• Reliable, consistent, and accountable performers.

Compensation & Benefits:
• Starting salary of 700,000 RWF per month.
• Opportunity for salary increase based on performance.
• Eligibility for annual performance-based bonuses.

Apply Now:

We are hiring top-performing candidates only. If you are a bilingual professional who thrives in high-performance environments and is confident acting as a authorized representative to one of our profiles at a high standard, we encourage you to apply.