🟠 About Influx

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company’s objectives.

We’re seeking candidates with a background in customer service and BPO experience to join our growing team for a French-speaking role.

🎯 Key Responsibilities

• Manage a high volume of inbound and outbound customer interactions via phone, email, and live chat across multiple e-commerce brands
• Deliver a seamless and positive customer experience while consistently meeting strict KPIs (FRT, CSAT, QA, case resolution)
• Handle customer inquiries related to order tracking, shipping issues, refunds, and general product/service questions
• Process returns and refunds using integrated tools (e.g., Gorgias, Loop, Shopify ecosystem)
• Support marketplace operations, including handling inquiries from partners such as Macy’s and Nordstrom, and managing drop-shipping programs
• Provide bilingual (English & French) customer support, including dedicated support for French-speaking markets
• Maintain ownership of customer issues from initial contact through to resolution, escalating when necessary
• Liaise with internal teams and departments to resolve complex customer concerns efficiently
• Adapt communication style to align with multiple brand voices and guidelines
• Build strong relationships with customers and stakeholders through clear, empathetic, and professional communication
• Contribute to a collaborative, high-performance, and positive team environment

📊 Performance Expectations & KPIs

• Handle 100+ cases per week across email, chat, and phone
• Maintain fast response times (Chat FRT < 5 minutes)
• Achieve and maintain CSAT ≥ 85%
• Meet quality assurance and productivity targets across all channels
• Consistently deliver high-quality resolutions while managing multiple tasks

✅ Minimum Requirements

• At least 1 year of experience in customer support or a call center/BPO environment
• Fluency in French and English (written and spoken) with clear, professional communication
• Strong problem-solving, negotiation, and conflict-resolution skills
• Proven ability to handle difficult customer interactions with empathy and professionalism
• Experience working with KPIs and delivering strong CSAT performance
• Ability to multitask and perform effectively in a fast-paced environment
• High level of ownership, accountability, and attention to detail
• Comfortable learning new tools and systems quickly

⚠️ IMPORTANT NOTES :

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with @influx.com.
• This isn’t an urgent hire, we are hiring for our talent pool.
• We are only recruiting from the country we are advertising for.

If this sounds like you or someone you know, the application link is below! Apply now! 🚀