About the role

Bilingual representative supporting English- and French-speaking customers for Prollenium's medical aesthetics products. Processing orders, managing accounts, and resolving issues in a hybrid Richmond Hill role.

Responsibilities

Provide professional customer service and support to customers in both English and French by phone and email
Process orders, payments, refunds, returns, and customer account updates accurately and efficiently
Respond to inquiries related to orders, products, accounts, billing, and service matters
Set up new customer accounts and verify required information, including medical licences where applicable
Add customer records to the system and verify medical licences and required information for reporting
Coordinate with Sales, Shipping, Logistics, Finance, QA/QC, and other internal teams to resolve customer and order-related issues
Support Sales representatives with account information, order inquiries, and reports
Record and escalate customer complaints and adverse events to the appropriate Quality team
Maintain accurate and complete customer records within company systems
Develop a strong understanding of Prollenium's products and services
Report to the Customer Service Supervisor

2–3 years of customer service experience, preferably in healthcare, medical device, pharmaceutical, aesthetics, or another regulated environment
Fluency in English and French is required, with strong verbal and written communication skills in both languages
High School Diploma required
College Diploma or post-secondary education preferred
Experience handling customer inquiries, order processing, accounts, billing, and payments
Proficiency with Microsoft Office
Experience with CRM, ERP, or order management systems preferred
Comfortable communicating professionally with healthcare professionals, including physicians and clinic staff
Strong communication, organization, problem-solving, and multitasking skills
Shift availability from 11am–7pm, Monday to Friday