Bilingual Customer Service 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 team members.

• Address general inquiries from consumers and healthcare professionals.

• Provide on-label information and respond to common questions.

• Identify medical information requests and direct them to the suitable department.

• Assist users in navigating websites and accessing content.

• Ensure that consumers and healthcare providers receive timely, comprehensive, and professional customer service.

• Support inquiries related to temperature excursions and provide updates.

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

• Record case notes in the customer relationship management system.

• Offer contract support and act as a liaison for the client.

• May involve supporting rotational shifts and after-hours service.

⛳️ Requirements

• Exceptional proficiency in both English and French; fluency in both languages is essential.

• At least 2 years of experience in a pharma/biotech call center is preferred.

• Experience in a medical or commercial environment is advantageous.

• Previous exposure to pharmaceutical products in a Pharma/Biotech call center is preferred.

• Prior contact center experience is a plus.

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

• Sponsorship is not provided by the employer.

• Capability to manage calls, chats, and emails effectively.

• Ability to identify, document, and report potential adverse events and product complaints.

• Proven problem-solving skills.

• Quick learner with the ability to navigate new systems and technologies.

• Proficiency in Windows (latest version).

• Familiarity with Microsoft Office tools.

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

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

• Knowledge of client relationship management systems is a plus.

• Must be able to sit for extended periods.

• A hardwired internet connection with a minimum of 15 Mbps upload and download speed is required.

• A private, quiet office space free from interruptions is necessary.

• Strong interpersonal, listening, empathy, telephone, and customer service abilities.

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

🏝️ Benefits

• Medical insurance available after the probation period.

• Dental insurance provided after the probation period.

• Life insurance offered after the probation period.

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

• 2 weeks of paid vacation.

• All necessary equipment supplied by the company.

• Fully remote work available within Canada.

• 40-hour work week.

• No sponsorship is needed from the employer; candidates must already have valid Canadian work documentation.