Bilingual Customer Experience Specialist - remote

About the role

We are looking for a Bilingual Customer Experience Specialist who is extremely driven and customer‑focused to help us deliver a best‑in‑class retail experience. In this role you will communicate through multiple channels including email, phone and live chat and serve as the point person for our customers. If you enjoy working with customers, possess exceptional customer service and organization skills, are highly adaptable, dynamic and eager to take on different challenges, we want to hear from you.

Responsibilities

• Assist customers by answering questions (in French and English) and providing information about Silk & Snow products.
• Provide exceptional customer service virtually through phone, email, and live chat.
• Strive to help as many customers as possible by balancing efficient handling time with friendly, approachable service.
• Respond to post‑sale inquiries, follow up on order‑ or delivery‑related questions, and solve problems through proactive follow‑up and effective de‑escalation.
• Maintain open communication with the Customer Experience team to ensure key issues are addressed promptly.
• Liaise and follow up daily with courier and warehouse partners to resolve customer concerns and ensure smooth order delivery.
• Communicate and manage relationships with various suppliers and vendors.

Qualifications

• Minimum 1 year of customer service, retail sales, or a transferable/related field.
• Skilled at working with all types of customer personalities and understanding customer needs.
• Proficiency with browser‑based and mobile‑based applications.
• Ability to work independently and as part of a team.
• Ability to multitask and thrive in a fast‑paced environment with high call and email volume.
• Detail‑oriented, meticulous and analytical.
• Strong focus on providing exceptional service to customers.
• Positive attitude, enjoys solving problems, eager to take on new and challenging tasks.
• Available to work different shifts on a full‑time or as‑needed basis, with shifts that may extend until 8:30 PM EST.
• Excellent verbal and written communication abilities in English and French.
• English proficiency required for regular interaction with English‑speaking stakeholders outside Quebec.

Skills

• Bilingual communication (English & French)
• Customer service & relationship management
• Multichannel support (phone, email, live chat)
• Problem solving & de‑escalation
• Time management & multit