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Remote Customer Service Rep - Bilingual French + English Preferred

December 17 2021
Industries Pharmaceutical, Biotechnology
Categories Customer Service, Call Centres, Customer service
Montreal, QC

BILINGUAL FRENCH AND ENGLISH PREFERRED and the Position is fully Remote, candidates can be based anywhere in Canada

We are looking for…
Remote agents that are take-charge type of people, confident decision makers, and go-getters who know their strengths. If you like to take control of a situation, enjoy problem solving and guiding people to success, this is the role for you. As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. You are customer focused, curious, and love working with others in a virtual setting.


The ideal candidate will meet the below criteria:
Wired internet with speeds meeting 10Mbps download and 4Mbps upload (if multiple devices are using internet during your working hours, add 5Mbps download and 2Mbps upload to the baseline, per device used). Have a designated workspace that is distraction-free and allows you to give your full attention to the customer during your shift.

The job is 100% remote. You get to work out of the comfort of your home. We provide all technology and equipment. No need to use your own
Set daytime hours Monday-Friday. We don't do any shift/hour bidding.
Competitive Compensation including excellent Benefits - Medical, Dental,
Vision, RRSP with company match, Employee Assistance Program, Tuition Reimbursement, Wellness Reimbursement
Training time is paid. Approximately 4 weeks of training

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

  • Maintains and attracts potential customers by handling inbound sales and customer communication (calls/emails/click-to-chat) relating to service status or challenges/concerns/issues within the network
  • Responsible for handling in-bound sales and customer communication (calls/emails/click to chat) in the processing, expediting, and troubleshooting of customer orders in both French and English.
  • Owns the customer request and experience from initiation to conclusion.
  • Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.
  • Researches and resolves customer issues, expedites back orders, handles returns and special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. 
  • Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
  • Follows up with sales, suppliers, and customers on any outstanding issues.
  • Looks for opportunities to provide solutions.
  • Makes recommendations on areas for process improvement.
  • Make decisions based on policies and past precedence, seeking guidance as necessary.
  • Accountable to performance metrics such as schedule adherence, productivity standards and quality standards. 
  • Performs other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

  • Completion of a College or University diploma or certificate in a related field such as business, administration, science, customer care; or 2 years previous experience in a call center environment or related customer service role.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

  • Bilingual French/English
  • Strong communication skills, both verbal and written
  • Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently
  •  Must be comfortable working in a matrix environment
  •  Possesses proven problem solving skills and resourcefulness
  • Must be customer and sales focused 
  • Must be able to manage multiple priorities in a fast-paced and complex environment
  • Possesses organization and time management skills
  • Practices attentive and active listening 
  • Ability to maintain composure and positive attitude during difficult times
  • Intermediate PC skills required; must be able to work in multiple systems concurrently, often utilizing multiple monitors
  • Familiarity with SAP system helpful

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