Customer Escalation Specialist (Bilingual- french)

Core Competencies:

Dependability. Follows instructions and responds to management direction; results-oriented and committed to achieving objectives and tasks as required.

Teamwork and Collaboration. Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.

Professionalism. Tactfully approaches others, reacts well under pressure, treats others respectfully, and is accountable for all actions and decisions.

Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports the organization’s goals and values.

Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Decision-Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.

Cognitive Ability. High intelligence, problem-solving/initiative, dependability, and ability to access and navigate relevant APIs.

Key Responsibilities

Provide advanced customer support via phone, email, and chat, resolving complex customer inquiries and service-related issues.
Investigate, troubleshoot, and resolve escalated customer concerns while ensuring timely and effective solutions.
Coordinate with internal departments, carriers, and third-party partners to resolve logistics, shipping, and service-related issues.
Monitor customer cases through to resolution, providing proactive updates and maintaining a high level of customer satisfaction.
Accurately document customer interactions, issue resolutions, and follow-up activities within CRM or customer support systems.
Identify recurring issues and recommend process improvements to enhance the customer experience.
Assist in mentoring or supporting Tier 0–1 representatives by sharing knowledge and best practices when needed.
Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.

Qualifications

Previous experience in Customer Service, Tier 2 Support, Call Center, Client Support, or a similar customer-facing role is preferred.
Fluent in English; proficiency in French is a strong plus.
Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is highly preferred.
Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
Strong troubleshooting, problem-solving, and conflict resolution skills with the ability to handle escalated customer concerns.
Comfortable supporting customers through phone, email, and live chat.
Proficient in CRM systems, customer support platforms, and multitasking across multiple software applications.
Highly organized with strong attention to detail and the ability to manage multiple customer cases simultaneously.
Quick learner who can adapt to new systems, processes, and changing business needs.
Positive, customer-focused mindset with a commitment to delivering exceptional customer experiences.
Reliable, dependable, and interested in building a long-term career in customer support.