Company Overview

Home Coffee Solutions (HCS) is one of Canada's largest and fastest-growing specialty coffee equipment and coffee/tea retailers. We operate both an e-commerce platform and a physical showroom in Mississauga, serving customers across the country. We're committed to providing exceptional customer experiences both online and in-store, and we're looking for a bilingual team member who loves coffee, is personable and reliable, and is excited to represent the world of third-wave specialty coffee — while helping drive sales.

Role Overview

As a Bilingual Customer Service & Sales Product Specialist, you'll be an integral part of our support team, working in both French and English. You will guide customers through every step of their purchasing journey — from product selection and sales conversion to post-purchase technical support — across phone, email, live chat (Gorgias help desk), and in person at our Mississauga showroom.

Responsibilities

- Respond promptly and professionally to customer inquiries via phone, email, and live chat using the Gorgias help desk platform, in both French and English
- Proactively recommend products and upsell/cross-sell where appropriate — sales performance is a core part of this role, not just support
- Provide knowledgeable support for product questions, order status, returns, and warranty issues, including coffee brewing tips and detailed product information
- Assist customers with navigating the Shopify online store, placing orders, and resolving checkout issues
- Deliver post-purchase technical support for coffee equipment (manual, semi-automatic, and automatic machines)
- Process refunds, exchanges,



and returns in accordance with company policies
- Maintain accurate records of customer interactions and follow up as needed to ensure resolution
- Collaborate with warehouse, logistics, and service teams to resolve customer concerns efficiently
- Identify and escalate complex or unresolved issues to the appropriate team members or management
- Comfortable presenting and demonstrating products in front of customers or groups in the showroom
- Assist with creating and updating help desk macros, FAQs, and self-service resources
- Gather customer feedback and report trends or recurring issues to management for continuous improvement
- Maintain up-to-date product knowledge and stay current on coffee trends and new releases
- Strive to meet and exceed individual and team sales and service performance targets

Requirements

- Excellent verbal and written communication skills in both French and English (mandatory)
- 2+ years of experience in customer service, preferably in an eCommerce or retail environment, with a track record of resolving customer inquiries to satisfaction
- Comfortable with sales conversations and motivated by hitting sales targets, not just service metrics
- Experience using help desk platforms (Gorgias, Zendesk, Freshdesk, etc.)



required; Gorgias experience strongly preferred
- Familiarity with Shopify or other eCommerce platforms is an asset
- Strong problem-solving skills, active listening, and attention to detail
- Comfortable handling a high volume of phone and digital inquiries
- Strong time management skills and ability to handle multiple tasks simultaneously
- Ability to work independently and as part of a small, collaborative team
- Tech-savvy and comfortable with customer support tools and systems
- Positive attitude and commitment to delivering exceptional customer experiences

Assets (Will Strengthen Your Application)

- Coffee knowledge and passion for specialty coffee — barista background is a major asset
- Hands-on experience with manual and semi-automatic coffee makers
- Prior experience in a role with a sales quota or commission component

Why Work for Home Coffee Solutions

- Competitive hourly wage of CA$21.00–$25.00, plus overtime pay
- Free coffee samples and generous staff discounts on our full product lineup
- Casual dress, company events, on-site parking
- Entrepreneurial, supportive work environment
- Opportunities for career growth and professional development
- Secure employment with a growing, pandemic-proof business

Schedule & Location

- 5 days a week (may include Saturday, closed on Sundays)
- Mississauga, ON L5S 1T2 — reliable commute or plans to relocate before starting work are required

Pay: $21.00-$25.00 per hour

Expected hours: 37.5 per week

Perks:

- Company events
- On-site parking

Work Location: In person

📌 Bilingual Customer Service & Product Specialist (French/English) (Canada)
🏢 Home Coffee Solutions
📍 Canada