Bilingual Customer Support & Operations Specialist - Freelance, Remote
About the Client Our client is an established exterior renovation company specializing in windows, doors, siding, and other home exterior products serving the greater Montreal area. They partner with leading industry brands to provide high-quality renovation solutions with flexible financing options. As a growing business committed to exceptional customer service, they're seeking support to enhance their client communications and operational efficiency.
Why does this role exist? This position was created to address critical communication gaps and improve client relationship management for our growing renovation business. We need a detail-oriented professional who can efficiently handle incoming customer inquiries while supporting our operational processes. By managing client communications and administrative tasks, you'll free up our technical team to focus on project delivery, ensuring our customers receive timely responses and excellent service throughout their renovation journey.
Department
Boutique Client
Employment Type
Full Time
Location
LatAm - Ecuador
Workplace type
Fully remote
Compensation
$7.00 / hour
Reporting To
Client via Magic
The Impact you’ll make
Customer Communication Management
Answer and manage 10-30 incoming phone calls daily with a professional, helpful demeanor
Respond to 20-30 emails daily, ensuring prompt and accurate information
Triage inquiries, answering simple questions and routing complex issues appropriately
Communicate effectively with clients in both English and French
Operational Support
Schedule and coordinate client appointments and installation bookings
Maintain accurate records of client interactions and project status
Support the team with administrative tasks to ensure smooth business operations
Help maintain organized documentation of projects and client communications
Client Relationship Enhancement
Serve as the first point of contact for clients, representing the company professionally
Follow up with clients to ensure satisfaction and address any concerns
Provide information about products, services, and financing options
Contribute to improved customer experience through attentive and efficient service
System Management
Utilize CRM tools (Pipedrive, Monday, CompanyCam) to track client interactions
Organize information in Google Workspace applications
Assist with basic documentation and record-keeping using company tools
Support basic bookkeeping processes in QuickBooks as needed
Measure of Success
Consistently answer calls and emails within established response time targets
Positive client feedback regarding communication and service quality
Reduction in missed client communications and follow-ups
Efficient management of appointment scheduling and installation bookings
Skills, Knowledge and Expertise
Required:
Fluency in both English and French (Quebec French strongly preferred)
Previous customer support or client service experience
Experience with phone systems and email management in a professional setting
Familiarity with CRM systems and Google Workspace applications
Strong organizational skills with the ability to prioritize multiple tasks
WFH Set-Up:
Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
Internet speed of at least 40MBPS
Headset with an extended mic that has noise cancellation and a webcam
Back-up computer and internet connection
Quiet, dedicated workspace at home
Your Superpowers:
Exceptional communication skills in both English and French
Calm and professional phone manner, even during high-volume periods
Ability to quickly understand client needs and provide appropriate solutions
Excellent organizational skills to manage multiple priorities simultaneously
Adaptability to learn new software systems and processes
Detail-oriented approach to documentation and record-keeping
Natural ability to build rapport with clients and team members
You should apply if…
You thrive in roles that balance customer interaction with administrative responsibilities
You're passionate about providing outstanding customer experiences
You enjoy solving problems and finding solutions for clients
You're comfortable communicating professionally in both English and French
You're tech-savvy and quick to adapt to new software and systems
You find satisfaction in creating order and efficiency in business operations
You're excited about contributing to a growing home renovation business
What to expect...
Work Setup:
Remote position
Must have a reliable internet connection and a quiet workspace
Required to provide own computer with Intel Core i5 or something similar or higher operating system
Working Hours:
Monday to Friday, 8 AM to 4 PM EST (Eastern Standard Time)
40 hours per week
Compensation:
$7 per hour
No benefits package included
Benefits
About Magic General Recruiting Team
Magic is a frictionless way to plug in thoroughly vetted, cost-effective, remote-worker to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted ‘assistants’ who handle tasks from research and customer service, to sales lead generation and scheduling across various team members—like magic.
TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you’ll only interact with the best, and most reliable workers, every time.
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
If you don't spot any positions you fancy right now, simply register your interest, and we'll get in touch when a suitable role that matches your criteria comes along.
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