Bilingual Customer Care Specialist – Pharmaceuticals/Healthcare, English/French

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

📋 Description

• Handle incoming calls, chats, and emails from patients, healthcare providers, and internal stakeholders.

• Address general queries from consumers and healthcare professionals.

• Navigate and assist users with websites and content.

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

• Assist with inquiries and updates related to temperature excursions.

• Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

• Record case notes in the customer relationship management system.

• Provide contract support and serve as a liaison and client representative.

• Direct medical information inquiries to the appropriate department.

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

⛳️ Requirements

• Fluent in both verbal and written English and French (mandatory).

• A minimum of 2 years of experience in supporting pharma/biotech call centers is preferred.

• Experience in a medical or commercial setting is preferred.

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

• Familiarity with Salesforce and Vonage is preferred.

• Previous contact center experience is an asset.

• Strong telephone communication skills and a customer-service focus.

• Ability to thrive in a fast-paced, innovative environment while remaining adaptable, proactive, resourceful, and efficient.

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

• Capable of managing calls, chats, and emails effectively.

• Quick to learn and navigate new systems and technologies.

• Proficient in Windows, up to the current version.

• Familiar with Microsoft Office tools.

• Basic computer and hardware skills necessary to set up a remote workstation.

• Ability to remain seated for extended periods.

• A hardwired internet connection with minimum speeds of 15 Mbps for both upload and download.

• A private, quiet office space free from interruptions.

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

• No employer sponsorship will be provided.

🏝️ Benefits

• Medical insurance available after the probation period.

• Dental insurance provided after the probation period.

• Life insurance offered after the probation period.

• Three weeks of training plus one week of certification.

• Two weeks of paid vacation.

• All necessary equipment supplied by the company.

• Fully remote work arrangement within Canada.

• 40-hour work week.

• Possible rotational shifts and after-hours support.