French Bilingual Support Specialist II – Fixed Term

Role Details

Type of Support: Chat and email 
Contract Duration: 6 months contract
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work Type and Location: Hybrid, Metro Manila

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

We’re looking for French–English bilingual Customer Support Specialists to support customers using a thoughtfully designed, screen-free audio product for kids. This role is ideal for support professionals who enjoy helping families, solving product and order-related questions, and delivering warm, human support across digital channels.

You’ll work closely with a customer-focused team, supporting users through email and live chat while contributing insights that help improve the overall customer experience. Whether you’re deepening your customer support career or stepping into a more product-driven environment, you’ll be supported with the tools and guidance needed to grow.

What You’ll Do:

• Deliver a thoughtful, friendly customer experience via email and live chat in English and French

• Handle a range of customer inquiries, including orders, product usage, account questions, and basic technical troubleshooting

• Meet customer service KPIs such as response time and resolution quality, as defined by the Customer Happiness Manager

• Consistently achieve individual and team performance goals

• Develop a strong understanding of products, policies, and procedures

• Collaborate cross-functionally to resolve more complex or nuanced customer issues

• Share recurring customer feedback and insights with relevant teams to help improve products and processes

• Identify and escalate common trends from customer interactions to support timely improvements

• Proactively suggest changes or updates that enhance the customer experience

• Confidently navigate multiple systems and tools while assisting customers

• Support additional tasks or projects as needed, in coordination with the Customer Happiness Manager

What We Expect From You:

• 1+ years of experience in a customer service role.

• Excellent English and French skills; written and verbal skills are a must

• Experience with Zendesk (or related) is a plus

• Organized and capable of managing time with colleagues in different time zones

• Experience working within the consumer goods, toys, or electronics industries is a plus

• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected 

• Critical thinker who will use all resources to arrive at the best solution for the customer and brand 

• Proactive and collaborative

• An active listener who is a determined problem solver

• Ability to learn and adapt quickly to new systems and software
  

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace

• Overtime is available if applicable 

• Competitive compensation based on experience

• Attractive benefits package including medical, dental, and vision options based on location

• Access to free posture-based fitness workouts from home

• Training opportunities provided by Crescendo and outside entities

• Be part of a people-first, values-driven organization

• Work with innovative global partners and diverse teams

• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development