Customer Excellence Agent (Bilingual English/French)

About the role

We are looking for a bilingual Customer Excellence Agent to be the primary point of contact for our e‑commerce customers. You will ensure a smooth post‑purchase experience by handling inquiries, resolving issues, and coordinating with internal teams.

Key responsibilities

• Respond to customer inquiries and complaints related to online orders (delivery, returns, product issues, payment, etc.).
• Provide concrete, personalized solutions quickly and professionally.
• Collaborate with warehouse and logistics partners to guarantee timely deliveries.
• Follow up on incidents until they are fully resolved.
• Identify recurring issues and report them to technical or relevant departments.
• Contribute to continuous improvement of processes and service quality.

Required profile

• Previous experience in after‑sales service, customer support, or e‑commerce order management.
• Fluent in French and English, both spoken and written.
• Empathetic, organized, patient, and strong problem‑solver.
• Enjoy teamwork and can collaborate remotely with various stakeholders.

Required skills

• Email
• CRM systems
• ERP platforms
• E‑commerce platforms

What we offer

• Dynamic, fast‑growing environment with recognized e‑commerce brands.
• Central role in the post‑purchase journey with real impact on satisfaction.
• Collaborative, supportive, solution‑oriented team.
• Opportunities to grow into coordination or quality‑focused roles.
• Salary range: 30,000 – 40,000 MUR per month, depending on experience.
• Health insurance after one year (⅔ of costs covered) and transportation allowance.
• Hybrid work model: after 6 months, minimum 3 days/week onsite with remote flexibility.