Customer Care Associate - Bilingual French/English

Summary

The Customer Care Associate provides bilingual (French/English) support to clients through phone, email, and live chat in a remote environment. The role supports e-commerce and loyalty inquiries, order sourcing and fulfillment, returns and fraud prevention. This is a part-time position (14-24 hours per week) requiring weekend and holiday availability.

Responsibilities

• Respond to incoming customer inquiries via telephone, e-mail, and live chat
• Follow up with clients on e-commerce orders, loyalty program matters, and miscellaneous inquiries
• Participate in fraud prevention and verification processes
• Source products for order fulfillment and oversee order delivery
• Process returns, refunds, and other order adjustments
• Liaise with Logistics and internal/external partners to ensure timely order processing
• Field gift card inquiries and manage processing and shipping of gift cards
• Maintain accurate records and complete special project requests as needed

Requirements

• Bilingual in French and English, verbal and written
• 1-2 years of client service experience, preferably in a high-end retail environment
• Excellent phone etiquette, communication, and relationship-building skills
• Strong organization, time-management, attention to detail, and initiative
• 1-2 years office administration experience is an asset
• Ability to work effectively under pressure and as a self-starter
• Availability to work weekends, at least one weekday, and holidays; schedule between 14 and 24 hours per week