French Bilingual Customer Service Representative (ZA)

PartnerHero•Arnold, MD

4d•Remote

About The Position

We are looking for a French Bilingual Customer Support Specialist II to deliver exceptional customer experiences through high-quality, empathetic, and solutions-driven support. This role supports customers via email, chat, and/or voice, handling more complex inquiries that require strong product knowledge, critical thinking, and excellent communication skills in both French and English. As a Level II specialist, you will act as a trusted problem-solver, support escalations, and help uphold service quality standards while working fully remote.

Requirements

2+ years of customer support experience, preferably in a BPO, SaaS, eCommerce, or tech-enabled environment
Fluent in French and English (written and spoken)
Proven ability to handle complex or escalated customer issues with professionalism and empathy
Strong written communication skills with attention to tone, clarity, and accuracy
Experience using CRM or ticketing tools (e.g., Zendesk, Salesforce, Freshdesk, or similar)
Comfortable working independently in a remote setup

Nice To Haves

Previous experience in a healthcare or healthcare-related support environment (e.g., patient support, health insurance, medical devices, telehealth platforms)

Responsibilities

Provide professional and timely customer support in French and English across assigned channels (email/chat/voice)
Resolve moderate to complex customer concerns, including account issues, billing questions, and product or service inquiries
Accurately document interactions, resolutions, and next steps in CRM and ticketing systems
Identify recurring issues and provide feedback to improve processes, knowledge bases, and customer experience
Adhere to SLA, QA, and compliance standards
Collaborate with internal teams (QA, Training, Ops) to ensure consistent service delivery
Act as a point of support for escalated or sensitive customer cases when needed