What are you going to do

Responsibilities

• Provide bilingual responses to telephone and written inquiries about our products, devices, services and policies
• Identify, report and complete all necessary follow-ups on adverse events and product complaint activities
• Liaise with other departments to resolve inquiries and obtain product and service updates
• Efficiently process drop shipments, vendor order process and product replacement needs
• Participate in the deployment of marketing activities, programs and brand strategies.
• Provide first level medical information and sales support
• Solicit, capture and identify customer feedback and opportunities for process enhancements
• Train customers and solve device issues in an efficient and easy-to-understand manner.
• Successfully navigate a variety of computer-based applications and systems
• Participate in customer service and process improvement initiatives with cross-functional team members
• Order and return processing, including debit, credit and product sample requests, as well as vendor order placement
• Work with external vendors on account escalations, process development and program management and supply chain requests
• Thoroughly understand and apply knowledge of local affiliate standard operating procedures, tools, and business processes
• Assist with front reception backup coverage responsibilities
• Occasional after-hours emergency response action required
• Effectively manage incoming call requests and recognize and adapts to cultural differences and communication preferences

Completes required training and departmental enhancement activities, taking action on competency-related feedback to maximize the development of skill sets that benefit the company and their career objectives.

Essential skills and knowledge

Requirements

• Demonstrated customer focus attitude
• Fully Bilingual (English/French) requirement
• Effective time management, reliable, punctual and task completion oriented
• Strong computer literacy
• Excellent critical thinking and problem-solving skills
• An open attitude that adapts to work effectively within a team, independently and with others in the organization
• Knowledge of SAP system, Sales Force.com and CRM system as an asset
• Excellent organizational and multi-tasking capabilities
• Ability to navigate and link processes to unique situations
• Proven successful management of occasional high-pressure, time-sensitive situations
• Ability to effectively manage internal departmental projects and assignments and participate in collaborative cross-functional initiatives
• Comfortable working in a call center environment that requires flexibility to manage and analyze cases with unique customer escalations effectively.
• Excellent written and verbal communication skills with elevated phone etiquette standards
• Ability to work a flexible work schedule depending on business needs
• Vendor relationship and medical background an asset