Customer Support Specialist - Bilingual (English/French)

• Provide inbound call support in both English and French 
• Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution.
• Conduct outbound calls in both English and French to resolve customer requests as needed.
• Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.

• Provide end to end support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes).
• Assist customers, drivers, or operations teams with urgent support requests and serve as the primary point of contact.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• Communicate clear and timely updates to customers and drivers about any trip changes.

• Build and maintain positive relationships with customers to ensure satisfaction and retention.
• Educate customers on Department of Transportation (DOT) rules and regulations.
• Follow up with customers to confirm their needs were met after resolving issues.

• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.

• Maintain detailed and accurate records of customer interactions in ticketing system.
• Adhere to company policies, procedures, and service-level agreements (SLAs).

• Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution.
• Partner with team leads or managers for escalated support or policy exceptions.
• Provide reassurance and solutions to customers experiencing disruptions.

• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

• Fluent in both English and French 
• 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused mindset with a commitment to delivering exceptional service.
• Willingness to adapt to changing priorities and learn new systems or processes.

• Step 1: Video call with Talent Acquisition
• Step 2: Video call interview with Hiring Manager
• Step 3: Final video call interview with a Senior Manager
• Step 4: Offer & background check

Welcome aboard!