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About the Role
TalentPop is looking for a French-English Bilingual Customer Specialist to join our remote team and support customers across growing e-commerce businesses. You’ll be the person customers can rely on when they have a question, run into an issue, or simply need a little extra help. From orders and shipping to returns and product questions, you’ll make sure customers receive clear answers and thoughtful support in both French and English. We’re looking for someone who communicates naturally, stays calm when things get complicated, and genuinely enjoys finding solutions.
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Responsibilities
- Provide customer support in French and English through chat, email, and other support channels
- Help customers with orders, products, payments, shipping, returns, refunds, and account-related concerns
- Understand customer needs and provide clear, accurate, and helpful solutions
- Handle escalated concerns while maintaining a professional and customer-focused approach
- Provide product information and recommendations when appropriate
- Assist with returns, refunds, exchanges, and other order-related requests
- Document customer conversations, issues, and resolutions accurately
- Follow company policies, client guidelines, and established support processes
- Meet quality, productivity, response-time, and customer satisfaction targets
- Work with internal teams to resolve concerns that require additional support
Ideal Skills
- Fluent written and spoken French and English
- Strong communication and active listening skills
- Naturally customer-focused and solutions-oriented
- Confident handling questions, complaints, and challenging conversations
- Strong problem-solving and decision-making skills
- Patient, empathetic, and professional
- Strong attention to detail and follow-through
- Able to manage multiple conversations and priorities
- Comfortable learning new software, systems, and processes
- Strong computer, typing, and documentation skills
- Comfortable working independently in a remote environment
Qualifications
- At least 1 year of customer service experience
- Professional experience supporting customers in French and English
- Experience in e-commerce, BPO, retail, customer success, or a related field is preferred
- Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar customer support platforms is a plus
- Experience handling orders, returns, refunds, payments, or shipping concerns is an advantage
- Sales, upselling, or product recommendation experience is a plus
- Previous remote work experience is preferred
Work From Home Requirements
- Personal laptop or desktop
- Minimum Intel i5 / Ryzen 5 or equivalent processor
- At least 8 GB RAM
- Minimum 25 Mbps upload/download internet connection
- Backup internet connection
- Reliable power supply
- Quiet, dedicated workspace
Why Join TalentPop?
- 100% work from home
- Full-time, permanent position
- Paid time off
- Holiday bonuses
- Health and dental benefits
- Career growth and professional development
- Opportunity to work with a global remote team supporting growing e-commerce businesses
If you’re fluent in French and English, enjoy connecting with people, and take pride in finding the right solution for every customer, we’d love to hear from you.
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