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Bilingual Customer Support Specialist

2 weeks ago

Concord, Canada Northern Fitness Full time

At **Northern Fitness**, we believe that everyone deserves access to quality fitness solutions. As one of Canada’s fastest-growing fitness equipment providers, we help individuals and organizations build stronger, healthier lifestyles—one product and one experience at a time. From our expert-curated gear to our passionate team, we’re committed to supporting our customers through every step of their fitness journey.

**Job Title: Bilingual Customer Support Specialist**
**Reports To: Customer Support Manager**
**Schedule: Monday to Friday, 9:00 AM - 5:00 PM**

**Why You’ll Love This Role**

If you're a people-first problem solver who thrives on delivering exceptional customer service, this is your chance to be a key player in a fast-growing, mission-driven company. As a **Bilingual Customer Support Specialist**, you’re often the first point of contact—and the most important voice—for our customers.

**What You’ll Be Doing**
- **Respond with Purpose**: Handle incoming tickets and chats through **Gorgias**, resolving issues with professionalism and empathy.
- **Dig Into Details**: Investigate order statuses and fulfillment concerns, escalating as needed to ensure customers receive their orders on time.
- **Be the Product Expert**: Offer accurate product info including specifications, availability, and warranty support. Escalate complex product questions to technicians when necessary.
- **Manage Order Changes**: Process cancellations, changes, or refunds, always working toward positive outcomes that benefit both the customer and the business.
- **Track and Trace**: Help customers resolve shipment issues by coordinating tracing and claims with shipping partners.

**What You Bring to the Table**

**Must-Haves**:

- High school diploma (or equivalent)
- 1+ year of experience in a customer service or support role
- Excellent communication skills—both written and verbal
- Proficiency with **Google Workspace**, helpdesk platforms (Gorgias, Zendesk, or Talkdesk), and **Shopify**:

- A detail-oriented, organized approach to managing your workflow
- Ability to multitask and stay cool under pressure
- A team-focused attitude and a naturally positive, friendly demeanor
- A general understanding of the **fitness industry and fitness equipment**

**Nice-to-Haves**:

- Bilingual in French and English (written and verbal)
- Experience in a call center or high-volume support environment

**Job Type**: Part-time

Pay: $22.00-$25.00 per hour

**Benefits**:

- On-site parking
- Store discount

Application question(s):

- What are your hourly wage expectations?
- Are you able to work in the office 4 days per week?
- Are you able to speak and write in French?

Work Location: In person