Bilingual French & English Customer Support Agent

🟠 About Influx Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company’s objectives. Learn more about us We’re seeking candidates with a background in customer service and BPO experience to join our growing team for a French-speaking role . 🎯 Key Responsibilities Manage a high volume of inbound and outbound customer interactions via phone, email, and live chat across multiple e-commerce brands Deliver a seamless and positive customer experience while consistently meeting strict KPIs (FRT, CSAT, QA, case resolution) Handle customer inquiries related to order tracking, shipping issues, refunds, and general product/service questions Process returns and refunds using integrated tools (e.g., Gorgias, Loop, Shopify ecosystem) Support marketplace operations, including handling inquiries from partners such as Macy’s and Nordstrom, and managing drop-shipping programs Provide bilingual (English & French) customer support, including dedicated support for French-speaking markets Maintain ownership of customer issues from initial contact through to resolution, escalating when necessary Liaise with internal teams and departments to resolve complex customer concerns efficiently Adapt communication style to align with multiple brand voices and guidelines Build strong relationships with customers and stakeholders through clear, empathetic, and professional communication Contribute to a collaborative, high-performance, and positive team environment 📊 Performance Expectations & KPIs Handle 100+ cases per week across email, chat, and phone Maintain fast response times (Chat FRT < 5 minutes) Achieve and maintain CSAT ≥ 85% Meet quality assurance and productivity targets across all channels Consistently deliver high-quality resolutions while managing multiple tasks ✅ Minimum Requirements At least 1 year of experience in customer support or a call center/BPO environment Fluency in French and English (written and spoken) with clear, professional communication Strong problem-solving, negotiation, and conflict-resolution skills Proven ability to handle difficult customer interactions with empathy and professionalism Experience working with KPIs and delivering strong CSAT performance Ability to multitask and perform effectively in a fast-paced environment High level of ownership, accountability, and attention to detail Comfortable learning new tools and systems quickly ⚠️ IMPORTANT NOTES: Influx never asks candidates to make any payment throughout the entire recruitment process. Successful candidates will be contacted only through email ending with @influx.com. This isn't an urgent hire, we are hiring for our talent pool. We are only recruiting from the country we are advertising for If this sounds like you or someone you know, the application link is below! Apply now ! 🚀