Bilingual Customer Service Representative

Prollenium Medical Technologies Inc.; Richmond Hill; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

Prollenium Medical Technologies Inc. in Richmond Hill is seeking a Bilingual Customer Service Representative to provide exceptional English/French support, manage inquiries, process orders, and liaise between customers, Sales, and internal teams.

You will handle account updates, payments, returns, and reports, maintain accurate records, and grow product knowledge to deliver timely, professional service in a fast-paced, hybrid setting (4 days in office, 1 day at home) from 11am to 7pm.

Qualifications

• 2–3 years of customer service experience, preferably in regulated healthcare environments.
• Fluent in English and French with strong written and verbal communication.
• High School Diploma required; college-level education preferred.
• Experience handling inquiries, order processing, accounts, billing, and payments.
• Proficiency with Microsoft Office; experience with CRM/ERP or order management systems is a plus.
• Comfortable communicating with healthcare professionals, including physicians and clinics.

Responsibilities

• Provide professional customer service in English and French by phone and email.
• Process orders, payments, refunds, returns, and update customer accounts.
• Respond to inquiries related to orders, products, accounts, and billing.
• Set up new customer accounts and verify required information, including licenses.
• Add customer records and verify information for reporting.
• Coordinate with Sales, Shipping, Logistics, Finance, QA/QC to resolve issues.
• Support Sales with account information, inquiries, and reports.
• Record and escalate customer complaints and adverse events to Quality.
• Maintain accurate customer records within company systems.
• Develop understanding of Prollenium's products and services to support customers.

Skills

Bilingual: English & French

Customer service

CRM experience

ERP experience

MS Office

Communication

Organization

Education

High School Diploma

College Diploma or post-secondary education

Tools

CRM

ERP

Order management systems

Job description

Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer, and international distributor of premium hyaluronic acid (HA) dermal fillers and cosmetic products. We are proud to address all of our client's needs through streamlined innovation. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. With regulatory approvals from the US FDA and Health Canada, Prollenium has sold over 5 million syringes from its Revanesse® product line across more than 80+ countries worldwide. Prollenium was the first manufacturer of hyaluronic acid dermal fillers in North America. Join our dedication to innovation. Prollenium provides competitive compensation, benefits, and development opportunities.

Job Summary:

The Bilingual Customer Service Representative is responsible for providing exceptional customer support in both English and French and acting as a key liaison between customers, Sales representatives, and internal departments. This role will manage customer inquiries, process orders, support account-related requests, resolve issues, and ensure customers receive timely and professional service throughout their experience with Prollenium. This role reports to the Customer Service Supervisor.

Major Responsibilities

• Provide professional customer service and support to customers in both English and French, by phone and email.
• Process orders, payments, refunds, returns, and customer account updates accurately and efficiently.
• Respond to inquiries related to orders, products, accounts, billing, and other service-related matters.
• Set up new customer accounts and verify required information, including medical licences where applicable.
• Add customer records to the system and verify medical licences and all required information for reporting.
• Coordinate with Sales, Shipping, Logistics, Finance, QA/QC, and other internal teams to resolve customer and order-related issues.
• Support Sales representatives with account information, order inquiries, and reports.
• Record and elevate customer complaints and adverse events to the appropriate Quality team in accordance with company procedures.
• Maintain accurate and complete customer records within company systems.
• Develop a strong understanding of Prollenium's products and services to effectively support customers.

Qualifications & Experience

• 2–3 years of customer service experience, preferably in healthcare, medical device, pharmaceutical, aesthetics, or another regulated environment.
• Fluency in English and French is required, with strong verbal and written communication skills in both languages.
• High School Diploma required; College Diploma or post-secondary education preferred.
• Experience handling customer inquiries, order processing, accounts, billing, and payments.
• Proficiency with Microsoft Office; experience with CRM, ERP, or order management systems is preferred.
• Comfortable communicating professionally with healthcare professionals, including physicians and clinic staff.
• Strong communication, organization, problem-solving, and multitasking skills.
• Customer Focus: Provides professional, responsive, and solutions-oriented service.
• Communication: Communicates clearly and professionally in both English and French.
• Problem Solving: Identifies issues, evaluates options, and works toward timely solutions.
• Attention to Detail: Maintains accuracy when processing orders, payments, and customer information.
• Organization & Planning: Effectively manages multiple customer requests and priorities.
• Teamwork: Collaborates effectively with Sales and other internal departments.
• Adaptability: Comfortable working in a fast-paced environment and adjusting to changing priorities.

Shift Timings:

11am - 7pm (Monday to Friday)

The position is based in Richmond Hill and follows a hybrid work model, with 4 days in the office and 1 day working from home.

Note:

We use AI-enabled tools to support certain aspects of our recruitment process.