Job Description

About Machool:

Machool is a leading shipping platform designed to streamline and optimize the shipping process for businesses of all sizes. We provide comprehensive shipping solutions that integrate with various e-commerce platforms, offering our customers a seamless and efficient experience.

Position Overview:

The Bilingual Client Care Specialist is an experienced professional responsible for delivering exceptional support to our customers in both French and English while handling complex issues. This role requires someone with professionalism to manage challenging customer interactions and contribute to the overall success of the Client Care Team.

Key Responsibilities:

Provide top-tier support to customers via email, phone and chat, ensuring a positive experience. Handle complex inquiries and issues, providing solutions that meet customer needs. Collaborate with company partners and internal teams to resolve customer issues promptly and effectively. Help the team develop solutions to create a better customer experience Handle 30-50 customer tickets per day using ticketing systems. Ensure timely and accurate responses to customer inquiries. Utilize minor technical skills to troubleshoot and resolve customer issues. Stay up-to-date with product knowledge and system updates. Demonstrate empathy towards customers' needs and frustrations. Communicate clearly and effectively in both French and English.

Qualifications:

Minimum of 3 years of experience in a customer support role. Must be located in Montreal or the Montreal surrounding area. Proven experience handling difficult or irate customers with a calm and solutions-oriented approach. Experience with ticketing systems and managing a high volume of tickets. Tech-savvy with strong problem-solving abilities. Excellent communication and interpersonal skills. Fluent in both French and English Ability to work independently and as part of a team in a fast-paced environment. A passion for delivering exceptional customer experiences.

What's in it for you?

Hybrid work - 3 days a week in our beautiful old Montreal office Work with a dynamic team constantly collaborating and pushing to improve Hands on training and support for along the way Very competitive salary for an entry level position Amazing, fun company culture Company stock option plan*