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Bilingual Customer Support jobs in Mississauga, ON

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Job Post Details

Bilingual Customer Service & Product Specialist (French/English) - job post

Home Coffee Solutions
2395 Drew Road, Mississauga, ON L5S 1T2
$21–$25 an hour - Full-time

Job details

Pay

  • $21–$25 an hour

Job type

  • Full-time

Location

2395 Drew Road, Mississauga, ON L5S 1T2

Benefits

Pulled from the full job description

  • Casual dress
  • Company events
  • On-site parking

Full job description

Company Overview

Home Coffee Solutions (HCS) is one of Canada's largest and fastest-growing specialty coffee equipment and coffee/tea retailers. We operate both an e-commerce platform and a physical showroom in Mississauga, serving customers across the country. We're committed to providing exceptional customer experiences both online and in-store, and we're looking for a bilingual team member who loves coffee, is personable and reliable, and is excited to represent the world of third-wave specialty coffee — while helping drive sales.

Role Overview

As a Bilingual Customer Service & Sales Product Specialist, you'll be an integral part of our support team, working in both French and English. You will guide customers through every step of their purchasing journey — from product selection and sales conversion to post-purchase technical support — across phone, email, live chat (Gorgias help desk), and in person at our Mississauga showroom.

Responsibilities

  • Respond promptly and professionally to customer inquiries via phone, email, and live chat using the Gorgias help desk platform, in both French and English
  • Proactively recommend products and upsell/cross-sell where appropriate — sales performance is a core part of this role, not just support
  • Provide knowledgeable support for product questions, order status, returns, and warranty issues, including coffee brewing tips and detailed product information
  • Assist customers with navigating the Shopify online store, placing orders, and resolving checkout issues
  • Deliver post-purchase technical support for coffee equipment (manual, semi-automatic, and automatic machines)
  • Process refunds, exchanges, and returns in accordance with company policies
  • Maintain accurate records of customer interactions and follow up as needed to ensure resolution
  • Collaborate with warehouse, logistics, and service teams to resolve customer concerns efficiently
  • Identify and escalate complex or unresolved issues to the appropriate team members or management
  • Comfortable presenting and demonstrating products in front of customers or groups in the showroom
  • Assist with creating and updating help desk macros, FAQs, and self-service resources
  • Gather customer feedback and report trends or recurring issues to management for continuous improvement
  • Maintain up-to-date product knowledge and stay current on coffee trends and new releases
  • Strive to meet and exceed individual and team sales and service performance targets

Requirements

  • Excellent verbal and written communication skills in both French and English (mandatory)
  • 2+ years of experience in customer service, preferably in an eCommerce or retail environment, with a track record of resolving customer inquiries to satisfaction
  • Comfortable with sales conversations and motivated by hitting sales targets, not just service metrics
  • Experience using help desk platforms (Gorgias, Zendesk, Freshdesk, etc.) required; Gorgias experience strongly preferred
  • Familiarity with Shopify or other eCommerce platforms is an asset
  • Strong problem-solving skills, active listening, and attention to detail
  • Comfortable handling a high volume of phone and digital inquiries
  • Strong time management skills and ability to handle multiple tasks simultaneously
  • Ability to work independently and as part of a small, collaborative team
  • Tech-savvy and comfortable with customer support tools and systems
  • Positive attitude and commitment to delivering exceptional customer experiences

Assets (Will Strengthen Your Application)

  • Coffee knowledge and passion for specialty coffee — barista background is a major asset
  • Hands-on experience with manual and semi-automatic coffee makers
  • Prior experience in a role with a sales quota or commission component

Why Work for Home Coffee Solutions

  • Competitive hourly wage of CA$21.00–$25.00, plus overtime pay
  • Free coffee samples and generous staff discounts on our full product lineup
  • Casual dress, company events, on-site parking
  • Entrepreneurial, supportive work environment
  • Opportunities for career growth and professional development
  • Secure employment with a growing, pandemic-proof business

Schedule & Location

  • 5 days a week (may include Saturday, closed on Sundays)
  • Mississauga, ON L5S 1T2 — reliable commute or plans to relocate before starting work are required

Pay: $21.00-$25.00 per hour

Expected hours: 37.5 per week

Benefits:

  • Company events
  • On-site parking

Work Location: In person

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