Bilingual Customer Service Representative (English/French)

ABOUT ALCHEMY

Alchemy was founded to help consumers and enterprises realise the full value of used technology so that we can help make buying a used smartphone, laptop or other technology an easy and reliable experience for all users.

Aside from the obvious economic benefits available to users, of buying used/refurbished technology, Alchemy also promotes the massive environmental benefits associated with the tech circular economy and, as a leader in this industry, Alchemy prides itself on our positive environmental impact by reducing electronic waste and ensuring that devices avoid burials and cremations; and are given the chance to be reincarnated.

Our focus on used tech trading generates rich and valuable data on device resale values, which our team of data analysts and industry experts use to advise our customers on future price projections and ultimately help to shape industry buy-back and recycling programs that continue to build the circular economy across the globe.

We only work with the world’s leading tech and telco companies to jointly deliver solutions that result in consumer delight. We seek only the very best people to enable us to deliver our vision – if this is you, come and meet the Alchemists.

ROLE DESCRIPTION

The Customer Service Agent Level 2 provides experienced customer support across multiple e-commerce marketplaces and serves as an escalation point for more complex customer and order-related issues. This role requires strong problem-solving skills, attention to detail, and the ability to independently investigate issues and drive them through resolution.

The Level 2 Agent works closely with Customer Service, Account Health, Operations, Shipping, and other internal teams to resolve customer concerns while protecting both the customer experience and the business.

KEY RESPONSIBILITIES

• Respond to customer inquiries across supported channels and marketplaces in a timely, thoughtful, and accurate manner.
• Handle more complex customer issues and escalations that require additional research, judgment, or coordination with other departments.
• Take ownership of customer issues from initial contact through resolution, with a focus on first contact resolution whenever possible.
• Investigate and resolve complex returns, refunds, replacements, delivery issues, and other order-related concerns.
• Review order history, tracking information, customer communications, marketplace information, and internal records to determine appropriate resolutions.
• Handle marketplace cases and disputes within established processes and escalate higher-risk Account Health matters when appropriate.
• Support Account Health appeals, representations, and recovery efforts as assigned.
• Identify potential marketplace, financial, fraud, or Account Health risks and escalate them promptly.
• Work with internal departments to resolve customer issues and identify recurring problems.
• Follow established SOPs and marketplace policies while identifying gaps or opportunities for process improvement.
• Maintain established productivity, quality, SLA, and customer experience standards.
• Serve as a knowledgeable resource for Level 1 Agents by answering process and case-related questions as needed.

We Have:

• An experienced, innovative bunch of people – leaders in their field - unparalleled in tech trade-in solutions and remarketing
• Sophisticated partners and investors that give Alchemy a financial edge and credibility
• A creative and fun environment with great flexibility for the right candidate to make the role their own
• Outstanding technology platforms and solutions that are available globally to our customers
• A disruptive business model that makes Alchemy a compelling partner to customers and suppliers alike
• A winning attitude based on our ability to deliver and our appetite to do so

You Have:

• 2+ years of customer service experience, preferably in an e-commerce or high-volume environment.
• Experience handling complex customer issues, escalations, returns, or marketplace cases.
• Experience with Zendesk or another CRM/ticketing platform.
• Strong written and verbal communication skills.
• Strong problem-solving and investigative skills.
• Ability to interpret customer, order, marketplace, and operational information to make sound decisions.
• High attention to detail and accuracy.
• Ability to manage multiple priorities and independently follow issues through resolution.
• Comfortable wo…