Bilingual Customer Response Centre Representative

Responsibilities

• Respond to inbound telephone and written inquiries in both English and French in a professional, customer-focused manner
• Support customers across Canada, including patients, healthcare professionals, pharmacies, and internal stakeholders
• Answer customer calls and written inquiries related to medicines and medical devices, providing accurate information within approved guidance and established procedures
• Troubleshoot medical device questions and issues by gathering relevant information, asking appropriate probing questions, and guiding customers through approved troubleshooting steps
• Accurately document customer interactions, inquiries, follow-ups, and outcomes in required systems and trackers
• Identify and escalate complex medical device issues, product quality issues, adverse events, and product complaints according to established procedures
• Liaise with cross-functional teams to obtain product, service, supply, and process updates
• Maintain strong call handling, active listening, problem-solving, and de-escalation skills in a fast-paced, high-volume remote call centre environment
• Meet service level expectations, schedule adherence, and teamwork responsibilities