Bilingual Customer Experience Coordinator, EN/FR

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

📋 Description

• Address patient inquiries through email, chat, and phone communication.

• Effectively communicate with patients in both French and English via emails and calls.

• Support patient onboarding, educate them about products, and assist with general troubleshooting across the platform.

• Resolve issues related to account management, shipments, and billing.

• Notify development and pharmacy teams of technical issues that may affect the patient experience.

• Deliver exceptional customer service and convey patient feedback to the organization.

• Discover creative, engaging, and professional methods to provide optimal patient support.

• Direct patients to their healthcare team for any medical inquiries or assistance with treatment plans.

⛳️ Requirements

• Outstanding written and verbal communication abilities in both English and French.

• Willingness to work some remote weekend hours as needed.

• A strong desire to assist patients in resolving complex issues.

• Capability to think swiftly, work independently, and de-escalate situations with patients.

• Excellent organizational skills and meticulous attention to detail.

• Openness to engaging in continuous learning.

• Experience in dynamic environments requiring quick and effective problem-solving.

• Ability to maintain a composed and professional demeanor during escalated situations with patients.

• Enthusiasm for enhancing the Canadian healthcare experience and a personal connection to the field.

• Flexibility to work remotely on weekends when necessary.

• Familiarity with Gladly or a similar CRM tool.

• Background in telehealth.

• Experience in customer service.

• Ability to compassionately and professionally assist patients with sensitive health-related issues.

🏝️ Benefits

• Flexible remote work arrangement.

• Compensatory time off for occasional weekend work.

• Comprehensive standard healthcare coverage.

• Remote-first approach during the holiday season.

• Support for holistic wellbeing.

• Opportunities for ongoing learning.

• Competitive and equitable compensation informed by market data.