Customer Service Specialist – Bilingual English/French

Job summary

Respond to customer inquiries in English and French across email, phone, chat, and ticketing systems, supporting product questions, orders, returns, warranties, repairs, and complaints. Investigate and resolve issues, document interactions and follow-ups, coordinate with internal teams, and escalate complex matters when appropriate.

Job details

About IMGadgets IMGadgets is a growing Canadian e-commerce and consumer products company specializing in a wide range of products, including e-mobility, fitness, home, and lifestyle products. We are committed to providing responsive, professional, and solution-focused customer support across our growing customer base. We are looking for a Customer Service Specialist who is fluent in both English and French to join our Customer Experience team. This role is ideal for someone who enjoys helping customers, solving problems, learning about products, and working in a fast-paced environment. The successful candidate will communicate with customers through email, phone, chat, and support ticketing systems while ensuring inquiries are handled accurately, professionally, and within established timelines. Key Responsibilities Customer Service & Support · Respond to customer inquiries through email, phone, chat, and ticketing platforms in both English and French. · Provide clear, accurate, and professional information regarding products, orders, returns, warranties, repairs, shipping, and general customer inquiries. · Investigate customer concerns and determine the appropriate next steps based on company policies and procedures. · Handle customer complaints professionally and diplomatically, including situations involving frustrated or dissatisfied customers. · Follow up on outstanding customer inquiries to ensure timely resolution. · Escalate complex technical, warranty, shipping, or management-related matters when appropriate. · Maintain a professional and empathetic approach while remaining consistent with company policies. Order, Return & Warranty Support · Assist customers with return and warranty requests and explain applicable processes clearly. · Review order information, tracking details, product information, and customer history when investigating issues. · Coordinate with shipping, warehouse, technical, sales, and management teams when required. · Ensure customers receive accurate instructions regarding returns, repairs, replacement parts, refunds, and warranty procedures. · Maintain accurate records of customer interactions, decisions, and follow-ups. Bilingual Customer Support · Provide customer service to French-speaking customers through written and verbal communication. · Translate or prepare customer-facing communications between English and French when required. · Ensure French-speaking customers receive the same level of service and clarity as English-speaking customers. · Assist the team with French-language customer communications, templates, and support documentation. Product Knowledge & Problem Solving · Develop and maintain strong knowledge of IMGadgets products, policies, warranty terms, and support procedures. · Learn product specifications and common troubleshooting procedures. · Ask appropriate questions to understand customer concerns before recommending a resolution. · Identify recurring customer issues and communicate trends to management. · Work with technical and other internal teams to help improve customer support processes. Documentation & Team Support · Accurately document customer interactions, resolutions, and follow-up requirements in the CRM/ticketing system. · Prioritize daily workload based on customer urgency, business requirements, and established service timelines. · Follow established workflows, scripts, policies, and escalation procedures. · Assist with improving customer service processes, templates, and internal workflows. · Support team members when required and contribute to a positive and collaborative work environment. Qualifications & Experience · Fluent in English and French, both written and spoken. · 1–3 years of experience in customer service, customer support, call centre, e-commerce support, or a similar role. · Experience working with email, phone, chat, and/or ticketing systems. · Strong computer skills, including Microsoft Word, Excel, Outlook, and other business software. · Experience with CRM or customer support platforms is an asset. · Strong written communication skills with excellent attention to detail. · Ability to understand customer concerns and provide clear, accurate responses. · Strong organizational and time-management skills. · Ability to multitask and prioritize competing customer requests. · Strong problem-solving and analytical skills. · Comfortable dealing with difficult or emotionally charged customer interactions. · Ability to remain calm, professional, and diplomatic under pressure. · Willingness and ability to learn new products, systems, and processes quickly. · Previous experience in e-commerce, retail, consumer electronics, mobility products, fitness equipment, or a similar environment is an asset. · Ability to handle cash and transactions on cash register along with previous sales experience is an asset. What We’re Looking For · Takes ownership of customer inquiries from beginning to resolution. · Pays close attention to details and does not make assumptions. · Communicates clearly and professionally. · Can remain firm on company policies while maintaining a positive customer experience. · Is comfortable handling difficult conversations. · Can work independently while knowing when to escalate an issue. · Learns quickly and is comfortable working with a wide range of products. · Is organized and able to manage a high volume of customer inquiries. · Understands the importance of accurate documentation and follow-through. · Enjoys working as part of a growing customer experience team. Mandatory Skills · Fluent written and spoken English and French. · Excellent written and verbal communication skills. · Strong attention to detail. · Strong computer and typing skills. · Excellent organizational and time-management skills. · Strong problem-solving and analytical abilities. · Ability to remain calm and professional during difficult customer interactions. · Ability to multitask and prioritize effectively. · Ability to learn products, systems, and processes quickly. · Strong sense of accountability and follow-through. Compensation & Benefits · Salary: $43,000 – $46,000 per year · Full-time, on-site position · Extended health benefits · Dental care · Life insurance · Prescription plan · Coverage including chiropractor and physiotherapy · Paid vacation and vacation pay · Free on-site parking · Company events Work Schedule Monday – Friday | 10:00 AM – 6:00 PM EST How to Apply If you are a customer-focused professional who is fluent in both English and French and enjoys solving problems in a fast-paced environment, we would love to hear from you. Please submit your resume and a brief introduction highlighting your customer service experience and French/English communication skills.

What you’ll do

Respond to customer inquiries in English and French across email, phone, chat, and ticketing systems, supporting product questions, orders, returns, warranties, repairs, and complaints. Investigate and resolve issues, document interactions and follow-ups, coordinate with internal teams, and escalate complex matters when appropriate.

Requirements

Requires fluency in written and spoken English and French, along with 1–3 years of customer service or related experience and familiarity with customer communication channels and business software. Candidates should have strong communication, organization, problem-solving, and computer skills, and be able to manage difficult interactions professionally, prioritize requests, and learn products and processes quickly.

Benefits

• Extended Health Benefits
• Dental Care
• Life Insurance
• Prescription Plan
• Chiropractor Coverage
• Physiotherapy Coverage
• Paid Vacation
• Free On-Site Parking
• Company Events

Listed skills

• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Organization · Preferred
• Time management · Preferred
• Multitasking · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• English-French Bilingual Communication
• Customer Service
• Written Communication
• Verbal Communication
• Problem-Solving
• Analytical Skills
• Attention to Detail
• Organization
• Time Management
• Multitasking
• Conflict Resolution
• Customer Complaint Handling
• Order and Return Support
• Warranty Support
• CRM Documentation
• Product Troubleshooting

Job areas

• Customer Service & Support
• Retail
• Administrative

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