Job Description

Your tasks as a Bilingual Costumer experience center specialist:

  • Ensure every customer experience is a positive one
  • Primarily, to receive inbound calls from current and potential customers
  • Answer questions regarding product details, available services, and customer accounts through
  • different channels including phone, email and chat
  • Assist customers with any technical issues experienced with website and escalate any issues to management appropriately
  • Provide information to patients, prescribers and other HCPs as needed concerning the status of reimbursements or any other information necessary concerning their services
  • Process telephone and online orders and accurately input the information in NAV, CRM and Kroll system
  • Perform basic account maintenance activities
  • Meet Quality Assurance Requirements and other Call Centre metrics
  • Support internal/external audit process
  • Assist with administrative duties as necessary

Perform other duties as assigned to assist the business as required

The required qualifications for the bilingual customer experience center specialist position:

  • Have a minimum of high school diploma or a GED
  • Have 1-year experience within a call center/costumer service environment
  • Have considerable experience working in a high-volume Call/Costumer service center environment
  • Bilingual with strong written and oral skills in English and French
  • Have excellent computer, keyboarding and proofreading skills with emphasis on accuracy
  • Must have no issues or pushback to work on a rotating schedule
  • Demonstrate outstanding attendance, punctuality and adherence to AUX code usage
  • Have excellent oral and written communication skills
  • Have strong analytical skills and the ability to problem-solve with minimal direction
  • Have the ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve costumer issues in a diplomatic and professional manner
  • Excellent multi-tasking, organizational and time management skills, including attention to detail and the ability to set priorities and meet deadlines in a fast-paced environment
  • Have highly developed interpersonal skills and the ability to work independently and as a member of a team with diverse personalities and styles
  • Have the ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form
  • Have the ability to read and interpret documents such as safety rules and procedure manuals
  • Have the ability to identify warning signs, analyze issues, troubleshoot and develop creative solution, ensuring costumer satisfaction and retention

Don’t miss this opportunity, apply now!

Send your resume to Marie at [email protected] – 905 361 3987 ext. 139