About the role

Bilingual customer care specialist supporting pharmaceutical patients and healthcare professionals across Canada. Handling inquiries, triaging medical information, and reporting adverse events and product complaints.

Responsibilities

Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders
Answer general inquiries from consumers and healthcare providers
Navigate and assist users with sites and content
Provide prompt, complete, professional, and empathetic customer service
Assist with temperature excursion inquiries and updates
Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
Document case notes in the customer relationship management system
Provide contract support and act as liaison and client representative
Triage medical information inquiries to the appropriate department
Respond to FAQs and general on-label information inquiries

Fluent verbal and written English and French (mandatory)
Minimum 2 years of experience supporting pharma/biotech call centers preferred
Experience in a medical or commercial setting preferred
Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred
Prior experience with Salesforce and Vonage preferred
Previous contact center experience is an asset
Strong telephone soft skills and customer-service orientation
Ability to work in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
Excellent interpersonal, listening, empathy, communication, and problem-solving skills
Ability to handle calls, chats, and emails
Ability to learn and navigate new systems and technologies quickly
Windows through the current version
Microsoft Office tools
Basic computer and hardware proficiency to set up a remote workstation
Ability to sit for long periods of time
Hardwired internet connection with minimum speeds of 15 Mbps upload and 15 Mbps download
Private, quiet office space free of interruptions
Must already be based in Canada with fully legal and valid documentation to work in Canada (WP, PR, and SIN)
No employer sponsorship provided