Bilingual Customer Care Lead (French required)
Introduction
Are you passionate about delivering an exceptional customer experience? Do you thrive in a fast-paced environment where leadership, bilingual communication, and problem-solving skills are key? Our client is currently seeking a Bilingual Customer Care Lead to join their team. This is an exciting opportunity to contribute to a dynamic retail and e-commerce environment while advancing your career. Fluency in French and English is required.
What You’ll Do
You will be a vital player in customer satisfaction, directly handling complex support needs, resolving escalated issues, and ensuring customer inquiries are managed efficiently. This leadership-focused role is perfect for someone who enjoys mentoring others, driving service excellence, and making a real impact.
Responsibilities
• Respond to customer inquiries by phone, email, and chat in both French and English
• Handle escalated calls and complex tickets from frontline representatives
• Authorize refunds, discounts, and promotional resolutions as needed
• Ensure follow-ups are completed within 24 hours for full ticket resolution
• Maintain accurate records of all customer interactions
• Support performance tracking through updates to internal reports and logs
• Collaborate closely with the Customer Care Manager to meet help desk KPIs
• Troubleshoot issues related to orders and product concerns
Qualifications
• Bilingual in French and English, with strong written and verbal communication in both
• 1 to 3 years of retail or customer care experience
• College or university education is an asset
• Highly organized, with strong multitasking and time management skills
• Skilled in problem solving and empathetic listening
• Comfortable working with help desk systems and digital communication tools
• Adaptable to fast-moving retail and call centre environments
• Strong analytical thinking and logical decision-making ability
Benefits
• Competitive salary between $50,000 and $65,000
• Opportunities for advancement in a supportive and performance-driven environment
• Comprehensive training and mentorship
• Work with a collaborative team that values your input and growth
• Access to development programs to enhance your professional skills
Why Work with Us
Our client is committed to fostering an environment where talent is recognized and nurtured. This is a great opportunity to lead, grow, and make a lasting difference in the customer experience journey. If you are passionate about helping people and eager to develop your career, we encourage you to apply.
Disclosure: “Bilingual Source uses artificial intelligence (AI) technology to assist in screening and assessing applicants for this position. This technology helps us match your unique language skills and professional experience with the specific needs of our clients. Final hiring and interview decisions continue to be made by our human recruitment experts.”
Vacancy: This is an existing vacancy with immediate availability. Our client is currently seeking Bilingual Customer Care Lead (French required).
