Customer Care Representative, Bilingual

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

📋 Description

• Respond to incoming phone calls and manage inquiries through phone, email, or chat.

• Execute administrative duties and perform data entry tasks.

• Deliver prompt, courteous, and clear responses to all questions.

• Offer insights on Health Canada regulations and options within the Medical/Recreational Market.

• Guide customers regarding policies and procedures.

• Address inquiries from clinics and healthcare providers.

• Share product information and medical alternatives.

• Provide high-level strain consultations to physicians, clinics, and clientele.

• Accurately process orders and customer payments.

• Clarify the status of orders.

• Coordinate customer registration between clients, Tweed, and external stakeholders.

• Ensure prompt service and registration within 10 minutes for Priority Clinics.

• Manage applications and submissions for the Health Care Practitioner Portal.

• Conduct timely and accurate quality checks on customer files.

• Offer administrative and general support to the Customer Care Team.

• Regularly track and report to the team leader.

• Maintain logs and carry out various administrative responsibilities.

• Work flexible shifts.

• Undertake additional duties as assigned.

⛳️ Requirements

• Extensive Customer Service Experience (preferably in a call center) with the capacity to perform under potentially high-stress conditions.

• Exceptional listening and communication abilities.

• Strong skills in customer resolution and retention.

• Proficient administrative capabilities.

• Advanced technology skills, including G-Suite, web-based systems, report preparation, and multi-channel communication, along with the ability to learn and utilize new computer systems.

• Genuine compassion and empathy for customer needs.

• A robust sense of personal integrity and confidentiality.

• Ability to define processes and contribute to team development.

• Resolve issues by analyzing data and identifying solutions.

• Capability to work autonomously.

• A background in medicine would be advantageous.

• Flexibility to work variable shifts.

• Bilingualism is a requirement.

• Must successfully complete background and reference checks.

🏝️ Benefits

• Full-time remote position.

• Accommodations available upon request for candidates participating in all phases of the selection process.