Bilingual Customer Service Associate

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

📋 Description

• Interact with customers across multiple platforms (phone, email, chat, or face-to-face) in a courteous, empathetic, and professional way to comprehend their needs and concerns.

• Work collaboratively with team members, sharing knowledge and insights to ensure consistent and outstanding customer service.

• Efficiently address customer inquiries, concerns, or complaints, aiming for resolution on the first contact.

• Maintain an in-depth knowledge of the company's products, services, policies, and procedures to provide accurate information and assistance to customers.

• Assess customer issues and deliver innovative solutions that meet their needs while complying with company policies and guidelines.

• Precisely document customer interactions, including issues and resolutions, in accordance with Medline’s database and contact center systems.

• Collect and communicate customer feedback to relevant departments to facilitate the continuous improvement of products and services.

• Collaborate effectively with internal departments to ensure a consistent and high-quality customer experience, managing smooth customer orders, product flow, shipping issues, and other inquiries.

⛳️ Requirements

• High School Diploma or equivalent.

• At least 2 years of experience in the Customer Service sector; Bilingual Contact Center experience is a significant advantage.

• Proficient language skills in both French and English (Bilingual).

• Outstanding phone contact management and active listening abilities, with a solid background in problem resolution.

• Strong organizational skills with the capacity to multitask, prioritize, and effectively manage responsibilities while working both in a team setting and independently.

• Excellent verbal and written communication and presentation abilities.

• Capability to perform under pressure in a fast-paced, dynamic medical environment.

• Exhibits a well-developed sense of integrity and dedication to customer satisfaction.

• Superior organizational and time management skills.

• Self-motivated and directed, capable of prioritizing and executing tasks in a high-pressure environment.

• Strong proficiency in Microsoft Word and other Office applications, including CRM systems and practices (experience with SAP is a strong asset).

🏝️ Benefits

• Collaborative work environment with highly engaged employees.

• Market-competitive compensation and benefits package, including LTD and insurance.

• RRSP with company matching.

• Annual Employee Appreciation Week.

• Paid vacation and personal days.

• Employee Assistance Program (EAP).

• Resources to support mental, physical, family, and financial well-being.

• Opportunities for career growth and training programs.

• Open lines of communication with Senior Leaders.

• Tailored incentives for eligible employee groups, such as home office reimbursement.

• Employee referral program.

• Education support programs.

• Fitness subsidy.

• Recognition programs.

• Social activities.

• And much more…