Bilingual Customer Experience Representative in Haciendas del Canada, Nuevo León at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Experience Representative based in Canada.

The Bilingual Customer Experience Representative plays a key role in delivering exceptional customer support across a range of product and service inquiries.
You will assist customers with technical troubleshooting, warranty support, pre-purchase questions, and product guidance.
The role is primarily phone-based, with additional support provided through digital channels when needed.
You will act as a customer advocate, identifying recurring issues and helping internal teams improve the customer experience.
Success requires strong communication, technical curiosity, organization, and the ability to manage a high volume of interactions.
You will receive ongoing training to expand your knowledge of mechanical and electronic consumer products and more advanced troubleshooting scenarios.
This is a full-time remote opportunity available across multiple Canadian provinces, with a Monday-to-Friday schedule and occasional weekend or holiday coverage as needed.

In this role, you will combine customer service expertise with technical problem-solving to resolve inquiries efficiently while maintaining high service and quality standards.

• Provide positive customer experiences and troubleshoot basic technical issues primarily through inbound and outbound phone interactions.
• Provide customer support through digital channels when required.
• Assist customers with product-related issues and identify appropriate resolutions or next steps.
• Escalate complex cases or seek guidance from internal resources and subject matter experts when necessary.
• Guide customers through installation, mobile application setup, product registration, and other how-to inquiries.
• Act as the voice of the customer by communicating recurring issues, case drivers, and known problems to internal stakeholders.
• Build customer trust by consistently following through on commitments and providing professional, courteous support.
• Develop and maintain strong knowledge of mechanical and electronic consumer products and their components.
• Build expertise in advanced troubleshooting scenarios and more complex products, including connected and integrated locks.
• Participate in ongoing product, technical, and customer service training.
• Maintain working knowledge of product catalogs, manuals, instructional materials, templates, and pricing documentation.
• Follow established processes and maintain high standards of performance and service quality.
• Meet established goals, KPIs, and performance expectations consistently.
• Contribute positively to team activities and cross-functional collaboration.

The ideal candidate combines strong customer service experience with technical aptitude, excellent communication skills, and the ability to manage multiple priorities in a high-volume environment.

• Bilingual proficiency in French and English is required.
• Minimum 3 years of customer service experience preferred.
• High school diploma or GED required; a bachelor's degree is an asset.
• At least 1 year of experience handling a high volume of customer inquiries.
• Ability to type at least 55 words per minute at corrected/net speed.
• Excellent written and verbal communication skills, including strong grammar and punctuation.
• Basic computer skills and confidence working with PC-based applications.
• Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel, as well as basic web applications.
• Strong proficiency and comfort using applications on smart devices such as smartphones and tablets.
• Ability to multitask, prioritize competing demands, and manage time effectively.
• Ability to identify recurring customer issues and communicate relevant trends.
• Strong relationship-building skills and the ability to establish professional cross-functional working relationships.
• Customer-focused mindset with strong attention to quality, professionalism, and follow-through.

• Fully remote work opportunity available in Alberta, British Columbia, Manitoba, Nova Scotia, Ontario, Quebec, Saskatchewan, New Brunswick, and Prince Edward Island.
• Full-time schedule, generally Monday to Friday from 9:00 a.m. to 5:30 p.m. EST.
• Potential requirement to work weekends or holidays when business needs require.
• Competitive base salary of CAD $44,000–$64,000, depending on skills, experience, and other permitted factors.
• Eligibility for a 5% bonus incentive.
• Eligibility for paid time off and holiday pay.
• Eligibility for overtime compensation.
• Health, dental, and other insurance coverage.
• Tuition reimbursement and opportunities for continued professional development.
• Employee discounts.
• Individual development plans and career growth opportunities.
• Opportunities for strengths-based development through CliftonStrengths testing and coaching.
• Collaborative, cross-functional, and high-energy working environment.
• Commitment to diversity, inclusion, and belonging.
• Opportunities for community involvement and giving back.
• Ongoing training to strengthen product knowledge, technical capabilities, and customer service skills.