Bilingual French-English Customer Service Representative (Remote)

About the role

Wing Assistant is seeking a bilingual French‑English Customer Service Representative to join its remote team on a full‑time basis. You will be the first point of contact for customers, handling inquiries via email, phone, chat and SMS, and ensuring a smooth and satisfying experience.

Key responsibilities

• Respond promptly to client emails and portal requests in both French and English.
• Manage inbound and outbound calls, prioritising urgent and last‑minute needs.
• Assist customers with bookings, payments, check‑in workflows and after‑hours inquiries.
• Dispatch maintenance or housekeeping services for emergencies and follow up on resolutions.
• Maintain accurate customer records and document all interactions according to internal procedures.
• Build trusted relationships through proactive, solution‑oriented communication.

Required profile

• Fluent in written and spoken French and English (minimum B2 level).
• At least 1 year of proven experience in a B2C or B2B customer service role.
• Strong phone, email and instant‑messaging communication skills.
• Excellent organisational and time‑management abilities.
• Ability to work the EST night shift (12 midnight – 8 am EST).

Required skills

• Microsoft Office (Excel for trackers).
• Cloudbeds reservation management system.
• Ikea guest‑journey management tool.
• MaintainX maintenance ticket system.
• Desktop sharing, cloud services, CRM and VoIP platforms.
• Google Calendar for scheduling.

What we offer

• Job security and stability with paid training.
• Inclusive culture, upskilling opportunities and career growth.
• 100 % work‑from‑home arrangement.
• Fun work environment with holiday and overtime pay.