Bilingual Customer Experience Specialist (English/French)

Job Description

Job Description

Job Title: Bilingual Customer Experience Specialist (English/French)         

Role Summary:

The Customer Experience Specialist will be a friendly, patient, and professional individual that delivers exceptional service to our growing customer base. They will be the first point of contact for our customers, providing exceptional support via phone, email, live chat, and/or social media. Their goal is to resolve inquiries quickly, ensure customer satisfaction, and represent our brand positively. In addition to customer support responsibilities, this role assists with improving processes, analyzing customer and operational data to identify trends and opportunities for improvement.

Location: Pompano Beach, FL

Reports To: Customer Experience Manager

Responsibilities:

·         Respond promptly and professionally to customer inquiries through multiple channels (phone, email, chat, social media).

·         Assist customers with placing, tracking, and returning orders while maintaining a friendly, can-do attitude.

·         Troubleshoot and resolve product or service issues efficiently.

·         Process orders, returns, refunds, exchanges, and account adjustments.

·         Escalate complex cases to senior support or management when necessary.

·         Maintain detailed and accurate records of customer interactions in the CRM system.

·         Identify opportunities to upsell or cross-sell when appropriate.

·         Follow company policies, scripts, and communication guidelines.

·         Meet or exceed individual and team performance metrics (response time, resolution rate, etc.).

·         Contribute to team knowledge base by documenting new issues and solutions.

·         Assist with identifying and improving customer service processes and workflows.

·         Analyze customer feedback, trends, and operational data to identify areas requiring corrective action or improvement.

·         Collaborate with cross-functional teams to enhance the overall customer experience.

·         Maintain accurate records and documentation of customer interactions and resolutions.

Qualifications:

• Education: Bachelor’s degree in business, Communications, or related field is preferred.
• Experience: 2+ years’ experience in customer service. Experience in soft goods (backpacks/bags) products is viewed as a plus.
• Technical Skills: Strong experience with modern customer support platforms and accompanying product returns management software, with a strong preference for Zendesk, Aftership, Shopify and Acumatica. Strong Microsoft Outlook, and Teams skills. Strong analytical skills and comfort with Microsoft Excel are viewed as a plus.

Official SWISSGEAR and Wenger branded luggage, backpacks, and travel accessories manufacturer. Often imitated but never equaled, SWISSGEAR and Wenger are authentic Swiss brands in the genuine Victorinox Swiss Army Knife family of products. With a true commitment to embracing innovation, upholding Swiss principles of design, and tirelessly enforcing the highest standards of quality, we deliver highly functional, practical products to our consumers through our many big box and e-commerce retail partners.

Company Description

Official SWISSGEAR and Wenger branded luggage, backpacks, and travel accessories manufacturer. Often imitated but never equaled, SWISSGEAR and Wenger are authentic Swiss brands in the genuine Victorinox Swiss Army Knife family of products. With a true commitment to embracing innovation, upholding Swiss principles of design, and tirelessly enforcing the highest standards of quality, we deliver highly functional, practical products to our consumers through our many big box and e-commerce retail partners.