Customer Service Representative Full Time (Bilingual: French & English)

• Respond promptly to client emails and portal requests in French and English regarding their concerns

• Handle inbound and outbound phone calls, prioritizing urgent and last-minute client needs across both French and English-speaking customers

• Assist customers with their needs, offering empathetic support and swift coordination

• Update and maintain accurate customer records to ensure seamless information flow and accessibility

• Resolve client concerns efficiently and professionally, ensuring swift troubleshooting and clear communication in both languages

• Build trusted relationships with customer accounts through proactive, friendly, and solution-oriented interactions

• Ensure complete customer satisfaction during every engagement, taking the extra mile to support and reassure clients

• Document all interactions and case updates, adhering to internal procedures, guidelines, and data privacy protocols
• Guest Communication: Handle after-hours inquiries (live chat, SMS, email, phone) for bookings, issues, and urgent requests.
• Coordination: Dispatch maintenance/housekeeping for emergencies (e.g., lockouts, repairs) and follow up.
• Reservation Support: Process payments, verify guest details, and manage check-in workflows
• Ad hoc tasks

• Fluent in English (written & spoken) & French (written & spoken)

• At least 1 year of proven experience as a Customer Service Representative in a B2C or B2B capacity

• Excellent English and French communication skills, both written and verbal (at least B2 level)

• Excellent phone, email, and instant messaging communication skills

• Solid organizational and time management skills

• Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM, and VoIP

• Experience with word-processing software and spreadsheets (e.g., MS Office)

• Knowledge of online calendars and scheduling (e.g., Google Calendar)

• Proactive & confident with keen attention to detail

• Able to work in EST

Software Tools and Websites Required:

Microsoft Office (Excel for trackers).

Cloudbeds (reservation management).

Ikea (guest journey management).

MaintainX (maintenance ticket system).

• USB Headset with Noise Cancellation feature

• Working Webcam

• Computer with at least 1.8 GHz processor and at least 4GB RAM

• Main Internet Service Speed: at least 25 Mbps cable connection

• Backup Internet Service Speed: at least 10 Mbps

• Job Security and Stability

• Paid Training

• Inclusive Culture

• Upskilling Opportunities

• 100% Work-From-Home

• Exceptionally Supportive Team

• Opportunities for Career Growth

• Fun Work Environment

• Holiday & Overtime Pay

Please note:

• Only qualified candidates will be invited to take the assessment & scheduled for an interview.

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