Bilingual Customer Experience & Retention Specialist (French)

About the role

Quince is seeking a French‑bilingual Customer Experience Specialist who will focus on retaining customers through chat, email, phone and social channels. You will be the human heartbeat of the brand, delivering thoughtful service and building trust in every interaction.

Key responsibilities

• Own each customer interaction from start to finish, ensuring clarity, care and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate internal tools efficiently while maintaining a personal touch.
• Share insights and recurring patterns to help improve the overall experience.
• Become a product expert to guide customers authentically.

Required profile

• Fluent in both French and English, with excellent written and verbal communication skills.
• Strong customer‑first mindset and ability to handle multiple channels.
• Comfortable adopting new digital tools to enhance service quality.
• Ability to meet performance targets such as CSAT ≥ 4.8/5 and First‑Contact Resolution ≥ 80%.

Required skills

• Proficiency with chat, email and phone support platforms.
• Basic data entry and CRM navigation skills.
• Analytical mindset to identify patterns and suggest improvements.