Trainer at Beneva, an insurance and financial - services organization, designing and delivering employee training. Supporting onboarding, skills development, and adoption of new practices and technologies.
AS
Bilingual Customer Service Specialist, English/French
Posted last week
About the role
- Spécialiste bilingue du service client pour une société pharmaceutique mondiale. Soutien à distance des patients et professionnels de santé par téléphone, clavardage et courriel.
Responsibilities
- Answer general inbound calls, chats, and emails from patients, healthcare professionals, and internal stakeholders
- Respond to general inquiries from consumers and/or healthcare professionals
- Navigate websites and assist users with navigating them
- Use various websites and content to provide prompt, comprehensive, and professional service
- Handle temperature excursion inquiries and updates
- Identify and report potential adverse events and product quality complaints
- Record case notes in the CRM system
- Support the contract, act as a liaison, and represent the client
- Potentially work rotating shifts and provide support outside regular business hours
Requirements
- Must already reside in Canada
- Must have fully legal and valid documentation authorizing you to work in Canada, including a work permit, permanent residency, and Social Insurance Number (SIN)
- No sponsorship available
- Fluency in both English and French, spoken and written, is required
- Resume must be submitted in English
- At least 2 years of experience supporting pharmaceutical or biotechnology call centers, or working in a medical or commercial environment, preferred
- Experience with pharmaceutical products in a pharmaceutical or biotechnology call center preferred
- Experience with Salesforce and Vonage preferred
- Previous contact center experience is an asset
- Excellent telephone communication skills
- Ability to work in an innovative, fast-paced environment with flexibility, initiative, resourcefulness, and efficiency
- Excellent interpersonal skills and the ability to establish and maintain stakeholder relationships
- Excellent listening skills and empathy
- Ability to communicate about and distinguish different types of inquiries related to commercial requests
- Willingness to learn how to identify, document, and report adverse events and product complaints
- Ability to handle calls, chats, and emails
- Demonstrated problem-solving ability
- Ability to quickly learn new systems and technologies
- Knowledge of Windows through the current version
- Knowledge of Microsoft Office tools
- Familiarity with laptops, desktop computers, and printers
- Contact center telephony, email, and chat tools preferred
- Knowledge of a CRM system preferred
- Ability to remain seated for extended periods
- Basic computer and hardware knowledge to set up a remote workstation
- Wired internet connection with at least 15 Mbps upload and 15 Mbps download speeds
- Private, quiet workspace free from interruptions
Benefits
- Health, dental, and life insurance after the probationary period
- 3 weeks of training plus 1 week of certification, for a total of 4 weeks
- 2 weeks of paid vacation
- All equipment fully provided by the company; no equipment purchase required
- Permanent, full-time employment
- Fully remote work within Canada
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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