Bilingual (French-english) Customer Service

5 months ago

Toronto, Canada Orchard Labs Full time

Orchard is a Toronto-based startup focused on changing the way people buy and sell used mobile devices. We have built a reputation for great customer service -- check out our reviews Our mission is to offer mobile freedom to everyone in Canada, and that means stellar customer support every day of the week. We're looking for a new full-time Bilingual (French-English) Customer Support Representative to join our team

Previous experience in customer support, e-commerce or retail will come in handy, but training will be provided. We’ll get you up to speed on the models we sell, ready to answer our lovely customers’ questions and help them navigate the world of refurbished phones. Our customer support team works closely with our logistics & tech team to handle a number of situations, from product recommendation to order issues, returns and troubleshooting.

While most of our customer base is English-speaking, we have a growing number of French-speaking customers, et nous sommes donc à la recherche d’un-e représentant-e du service à la clientèle bilingue en français et en anglais.

**This is mainly an in-office role**, with some work from home flexibility.

**Responsibilities include**:

- Develop an in-depth knowledge of our smartphones and backend solution, which you will use to recognize and solve problems for our users
- Troubleshoot issues with hardware and software
- Assist customers with orders, returns or product recommendation
- Recognize trends in issues and complaints and suggest product and policy changes to address these
- Have a “happy to look into it” kind of attitude: there’s a fair amount of investigating and problem-solving involved in this role, along with some more routine, classic customer support tasks
- Exhibit a “all hands on deck” work ethic
- Be able to work quickly and feel comfortable in a fast-paced environment. We move quickly and need you to be able to do the same.
- Love our customers. We don’t exactly expect you to love them right now, but our customers motivate almost all our decisions. Making their lives easier is basically what we’re here for.
- Be fluent both in English and in French. All of our internal day-to-day communication is in English, as well as most of our interactions with customers, but we need someone who can switch to French easily to assist our francophone customers as well.

If you have **strong communication and people skills**, are dedicated to finding **quick and effective solutions** with the customers’ best interests in mind, and are eager to learn more about refurbished products in a **collaborative work environment**, **we want to hear from you**

**Job Types**: Full-time, Permanent

**Salary**: $37,000.00-$42,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- Extended health care
- Paid time off
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (required)
- French (required)

Work Location: In person

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