Customer Success Manager, SaaS Implementation
Golden Pear Funding
Bilingual Support Specialist – French
Corcentric
full-time
Posted on:
Origin: • 🇺🇸 United States • Illinois
Visit company websiteSalary
💰 $20 - $24 per hour
Job Level
Mid-LevelSenior
About the role
- Provide phone and email support to clients across the US and Canada using fluent French and English.
- Respond to customer inquiries—both technical and non-technical—via phone and email in a professional and timely manner.
- Handle inbound and outbound calls using a soft-phone application.
- Use CRM tools to manage daily workload and maintain accurate case records.
- Navigate websites and search engines to gather contact information for payment execution.
- Submit product and development tickets to report technical issues.
- Apply active listening and probing techniques to effectively resolve customer concerns.
- Troubleshoot payment declines and escalate complex issues when necessary.
- Investigate and resolve invoice discrepancies.
- Follow established call handling procedures and maintain proper telephone etiquette.
- Manage payment cases and ensure accurate updates in CRM and payment systems.
- Verify user information to set up system administrators in the payment system interface.
- Follow established security procedures to assist customers with profile management and update information within the payment system interface.
- Use email templates and case management protocols to communicate with customers.
- Forward payment-related issues to clients’ Accounts Payable teams following proper procedures.
- Demonstrate critical thinking and sound judgment in decision-making.
- Communicate clearly and professionally across all channels.
- Take ownership of tasks and follow through without needing reminders.
- Participate in team improvement initiatives and respond positively to coaching.
- Collaborate effectively with team members to achieve shared goals.
- Report to the Manager, Payment Operations and spend significant time on the phone with US and French-Canadian clients.
Requirements
- Excellent verbal, written and interpersonal communication skills, with a focus on quality service delivery.
- Verbal and written fluency in English and Canadian French or Québécois.
- Intermediate level of proficiency with PC software (MS Office applications, internet and web-based applications).
- Attention to detail and accuracy in data entry and case management.
- Accountability and time management to meet deadlines independently.
- Strong collaboration skills with eagerness to contribute to a positive team dynamic.
- Ability to quickly learn new skills and apply them effectively in a fast-paced, dynamic work environment.
- Coachability and a willingness to improve through feedback.
- Previous experience in a customer support or call center environment (preferred).
- Familiarity with online payment systems and IVR navigation (preferred).
- Experience using CRM systems and MS Excel (preferred).
- Knowledge of payment processing or billing systems (preferred).
