Bilingual (EN/FR) & Unilingual (EN) Customer Service Representative
Canada, Ontario, Greater Toronto Area
Experience: 2-4 Years
Pharmaceuticals
We are currently hiring a bilingual Customer Service Representative for our client - a global scaled biopharmaceutical company. This role is a match for someone who is passionate about delivering exceptional service and building strong customer relationships. If you thrive in a fast-paced, collaborative environment and enjoy problem-solving, this role is for you!
Job Descriptions
- Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives.
- Provide specialized account and order management, including verification, processing, tracking, and issue resolution.
- Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.
- Support new customers and those using our online ordering portal.
- Proactively follow up with customers and Sales Representatives to ensure satisfaction.
- Document, track, and resolve customer interactions, escalating where necessary.
- Monitor daily sales orders/transactions to ensure smooth processing.
- Identify opportunities for process improvements and share ideas with leadership.
- Foster strong cross-functional collaboration with internal teams.
- Ensure adherence to customer service standards, policies, and procedures.
Job Requirements
- Fluency in English and French (both verbal and written).
- Post-secondary education (College Diploma or University Degree preferred).
- Experience with SAP - ECC, Order to Cash, or comparable order management systems.
- Previous experience in a high-volume contact center (handling calls and emails).
- Strong technical skills and comfort navigating multiple systems and browsers.
- Excellent communication, problem-solving, and critical thinking skills.
- High attention to detail and ability to prioritize tasks effectively.
- Ability to work in a team-oriented, high-engagement environment
- Strong sense of ownership, accountability, and urgency in issue resolution.
- Experience in the pharmaceutical or medical aesthetics industry is an asset.
- Customer-first mindset with a passion for delivering exceptional service.
- Ability to stay composed under pressure and handle issues with professionalism.