Bilingual Customer Care Specialist – Pharmaceuticals, English/French

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

📋 Description

• Handle inbound calls, chats, and emails from patients, healthcare professionals, and internal team members.

• Address general inquiries from consumers and healthcare providers.

• Guide users through sites and content effectively.

• Deliver prompt, thorough, professional, and empathetic customer service.

• Assist with queries and updates related to temperature excursions.

• Identify and report potential Adverse Events and Product Quality Complaints.

• Document case notes within the customer relationship management system.

• Provide contract support while serving as a liaison and client representative.

• Direct medical information inquiries to the appropriate department.

• Respond to frequently asked questions and general on-label information.

• Support pharmaceutical products concerning diabetes, obesity, rare diseases, cardiovascular health, and liver health.

⛳️ Requirements

• Must currently reside in Canada with valid and legal documentation to work in Canada (WP, PR, and SIN).

• No employer sponsorship is available.

• Fluent in both verbal and written English and French is required.

• A minimum of 2 years of experience in supporting pharma/biotech call centers and/or a background in a medical or commercial environment is preferred.

• Prior experience with pharmaceutical products in a Pharma/Biotech call center is preferred.

• Familiarity with Salesforce and Vonage is preferred.

• Previous experience in a contact center is an asset.

• Strong telephone etiquette and a customer service-oriented mindset.

• Capability to thrive in a fast-paced, innovative environment while being flexible, proactive, resourceful, and efficient.

• Excellent interpersonal, listening, communication, problem-solving, and relationship-building abilities.

• Proficient in identifying and documenting adverse events and product complaints.

• Competence in handling calls, chats, and emails.

• Proficient in Windows through the current version.

• Familiarity with Microsoft Office tools.

• Basic computer and hardware skills.

• Ability to set up a remote workstation.

• Hardwired internet connection with a minimum speed of 15mbps upload and 15mbps download.

• A private and quiet office space free from interruptions for professional calls.

• Capability to sit for extended periods.

🏝️ Benefits

• Medical, Dental, and Life Insurance available after the probation period.

• 3 weeks of training followed by 1 week of certification, totaling 4 weeks.

• 2 weeks of paid vacation.

• All necessary equipment provided by the company.

• Fully remote work opportunity within Canada.

• 40 hours per week with shifts from Monday to Friday.

• Potential for rotational shifts and after-hours support.