Bilingual Client Care Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the intermediary between clinics and clients through the Client Care Centre remotely.

• Manage both inbound and outbound calls to achieve service levels and booking objectives.

• Handle a high volume of calls efficiently.

• Adhere to communication scripts to fulfill call volume, service level, and booking goals.

• Assess client needs to ensure a seamless experience.

• Address client concerns in a courteous and supportive manner.

• Foster relationships and engage clients through outstanding customer service.

• Appropriately manage inquiries and confirmations.

• Communicate effectively with all team members.

• Ensure patient confidentiality is maintained.

• Adhere to proper medical record-keeping practices.

• Report directly to the Lead, Call Centre.

⛳️ Requirements

• A high school diploma is mandatory.

• Proficiency in both French and English will be considered an asset.

• Previous experience in customer service or as a Customer Care Representative in a Veterinary Clinic is essential.

• Exceptional verbal and written communication skills are required.

• Familiarity with medical terminology is preferred.

• A solid understanding of PMS, preferably VetUp, is advantageous.

• Ability to work independently without supervision.

• Strong problem-solving skills are necessary.

• Effective time management skills are essential.

• Capacity to connect with individuals in a sincere, friendly, and compassionate way.

• Access to a quiet workspace during working hours is required.

• Reliable internet connection is necessary.

🏝️ Benefits

• Flexible remote work arrangement.

• Quiet workspace required during working hours.

• Reliable internet access is mandatory for remote work.