Customer Service (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

Serve as the first point of contact for customers by responding to general inquiries via phone, email, and chat.
Provide accurate information regarding products, services, orders, shipments, and account-related concerns.
Resolve basic customer inquiries efficiently while delivering a professional and positive customer experience.
Escalate complex or unresolved issues to the appropriate support team following established procedures.
Accurately document customer interactions, inquiries, and resolutions in the CRM or customer support system.
Collaborate with internal teams to ensure timely resolution of customer requests and maintain service quality.
Follow company policies, service standards, and established workflows to achieve customer satisfaction goals.
Continuously learn product knowledge, systems, and processes to provide effective customer support.

Qualifications

Previous experience in Customer Service, Call Center, Client Support, or a similar customer-facing role is preferred but not required.
Fluent in English; proficiency in French is a strong plus.
Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is a strong advantage.
Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
Strong active listening, communication, problem-solving, and customer service skills.
Comfortable handling customer inquiries through phone, email, and live chat.
Quick learner with the ability to adapt to new systems, tools, and processes.
Highly organized with strong attention to detail and the ability to multitask in a fast-paced environment.
Proficient in using computers, CRM systems, and multiple software applications simultaneously.
Positive, customer-focused attitude with a commitment to delivering exceptional customer experiences.
Reliable, dependable, and interested in building a long-term career in customer service.