Bilingual Customer Service Specialist, English/French

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

📋 Description

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

• Address general inquiries from consumers and/or healthcare professionals.

• Assist users in navigating websites.

• Utilize various websites and content to deliver prompt, comprehensive, and professional service.

• Manage inquiries and updates regarding temperature excursions.

• Identify and report potential adverse events and product quality issues.

• Document case notes in the CRM system.

• Support the contract by acting as a liaison and representing the client.

• May be required to work rotating shifts and provide assistance outside regular business hours.

⛳️ Requirements

• Must currently reside in Canada.

• Must possess fully legal and valid documentation permitting you to work in Canada, including a work permit, permanent residency, and Social Insurance Number (SIN).

• No sponsorship is available.

• Fluency in English and French, both spoken and written, is essential.

• Resume must be submitted in English.

• A minimum of 2 years of experience in supporting pharmaceutical or biotechnology call centers, or experience in a medical or commercial setting is preferred.

• Experience with pharmaceutical products in a call center environment is preferred.

• Familiarity with Salesforce and Vonage is preferred.

• Previous contact center experience is advantageous.

• Exceptional telephone communication skills are required.

• Ability to thrive in an innovative, fast-paced environment with flexibility, initiative, resourcefulness, and efficiency.

• Excellent interpersonal skills and the capability to establish and maintain stakeholder relationships.

• Strong listening skills and empathy are necessary.

• Ability to articulate and differentiate various types of inquiries related to commercial requests.

• Willingness to learn how to identify, document, and report adverse events and product complaints.

• Competence in handling calls, chats, and emails.

• Proven problem-solving abilities.

• Capacity to quickly adapt to new systems and technologies.

• Knowledge of Windows operating systems up to the current version.

• Proficiency in Microsoft Office tools.

• Familiarity with laptops, desktop computers, and printers.

• Experience with contact center telephony, email, and chat tools is preferred.

• Knowledge of CRM systems is preferred.

• Ability to remain seated for extended periods.

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

• A wired internet connection with a minimum of 15 Mbps upload and download speeds.

• A private, quiet workspace free from interruptions.

🏝️ Benefits

• Health, dental, and life insurance available after the probationary period.

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

• 2 weeks of paid vacation.

• All equipment fully provided by the company; no need for personal equipment purchases.

• Permanent, full-time employment.

• Fully remote work opportunity within Canada.