Bilingual Customer Response Centre Representative
Canada
Fulltime: 37.5 hrs a week
Experience: 2-4 Years
Pharmaceuticals
Introduction
Bilingual Customer Response Centre Representative (12-month contract) Canada - Remote
What are you going to do
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
Essential skills and knowledgeÂ
Requirements
- University Degree or applicable college diploma
- Minimum 2 years of call centre experience, preferably in healthcare, pharmaceutical, patient support, or customer service environments
- Fully bilingual in English and French, with strong written and verbal communication skills in both languages; French language proficiency will be assessed as part of the recruitment process
- Strong customer service mindset, sound judgment, and ability to communicate clearly with different customer groups
- Ability to multitask, adapt quickly, and manage competing priorities in a fast-paced contact centre setting
- Experience using call centre technology, case management systems, CRM tools, and Microsoft Office applications
- Demonstrated attention to detail and ability to follow procedures, scripts, quality expectations, and compliance requirements
- Deliver on specific schedule requirements and teamwork responsibilities
- Must be comfortable working fully remotely while following a 8:30 - 5:00 PM EST, or 12:00 - 8:00 PM EST work schedule, Monday through Friday
What we offer
What We Offer
Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We'll get you going while you get on with the job.
About Us
Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.