French Customer Support Advisor – Canadian Market (Lisbon)

About the role

We are seeking a French‑speaking Customer Support Advisor to serve the Canadian market from our Lisbon office. You will be the first point of contact for French‑Canadian customers, delivering high‑quality assistance across phone, email, chat and digital platforms.

Key responsibilities

• Handle inbound customer inquiries in French and English via phone, email, chat and other digital channels.
• Listen actively, diagnose issues, and provide clear, personalized solutions related to accounts, services, subscriptions and troubleshooting.
• Manage complaints, de‑escalate difficult situations and ensure customers feel heard.
• Document every interaction accurately in internal systems, complying with quality and data standards.
• Follow defined workflows, meet service‑level targets and contribute to overall customer‑satisfaction metrics.
• Identify recurring issues or trends and relay improvement opportunities to relevant teams.
• Participate in coaching, quality reviews and continuous‑learning activities.

Required profile

• Fluent in Canadian French and English, with excellent verbal and written communication.
• Strong listening skills, empathy and the ability to adapt to diverse customer personalities.
• Service‑oriented, patient, solutions‑driven and reliable.
• Organised, adaptable and open to feedback.

Required skills

• Proficiency with multiple computer systems and digital tools simultaneously.