Bilingual French & English Customer Support Agent

About the role

Influx provides 24/7 customer service for brands and tech companies, with agents and managers working around the globe. It is looking for candidates with a customer service and BPO background to join its growing team in a French-speaking role. The position is not an urgent hire; successful candidates are contacted only by email.

Key responsibilities

• Manage a high volume of inbound and outbound customer interactions by phone, email and live chat across several e-commerce brands
• Deliver a positive customer experience while meeting strict KPIs (FRT, CSAT, QA, case resolution)
• Handle inquiries on order tracking, shipping issues, refunds and general product or service questions
• Process returns and refunds using integrated tools such as Gorgias, Loop and the Shopify ecosystem
• Support marketplace operations, including inquiries from partners such as Macy's and Nordstrom and drop-shipping programs
• Provide bilingual (English and French) support, including for French-speaking markets
• Own customer issues from first contact to resolution, escalate when needed, and liaise with internal teams
• Adapt communication to different brand voices and build strong stakeholder relationships

Required profile

• At least 1 year of experience in customer support or a call center/BPO environment
• Fluency in French and English, written and spoken, with clear, professional communication
• Experience working with KPIs and delivering strong CSAT results
• Comfortable learning new tools and systems quickly

Required skills

• Problem-solving, negotiation and conflict-resolution skills
• Ability to handle difficult customers with empathy and professionalism
• Ability to multitask in a fast-paced environment
• Ownership, accountability and attention to detail

Performance expectations include handling 100+ cases per week, keeping chat response time under 5 minutes and maintaining a CSAT of at least 85%. Candidates are recruited only from the country advertised.