Bilingual Customer Service Representative (Remote)

Medline; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading healthcare solutions provider is seeking a Bilingual Customer Service Representative to enhance customer experiences remotely. The ideal candidate will demonstrate exceptional communication and problem-solving skills in both English and French and have a passion for customer satisfaction. Responsibilities include engaging with clients, resolving inquiries, and collaborating with teams to ensure a seamless customer experience. Candidates with a commitment to integrity and organizational excellence will thrive in this fast-paced role.

Benefits

Market competitive compensation

Paid vacation and personal days

Employee Assistance Program

Career growth and training programs

Fitness subsidy

Recognition programs

Qualifications

• Minimum of 2 years of experience in customer service, preferably in a bilingual contact center.
• Exceptional phone contact handling skills in a fast-paced environment.
• Ability to analyze and provide creative solutions to customer issues.

Responsibilities

• Engage with customers through various channels in a professional manner.
• Collaborate with colleagues to provide consistent customer service.
• Resolve inquiries, concerns, or complaints effectively.
• Maintain product, service, and policy knowledge.
• Document customer interactions consistently.
• Gather customer feedback for continuous improvement.

Skills

Bilingual (English and French)

Problem resolution

Active listening

Customer service experience

Organizational skills

Microsoft Office proficiency

Education

High School Diploma or equivalent

Tools

CRM systems

SAP

Job description

Bilingual Customer Service Representative (Remote)

Job Number: CUS0100ZR

Primary Location

CA-New Brunswick

Description

Value Proposition

As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives – this means being deeply committed to the health and well‑being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.

Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:

• Collaborative work environment with highly engaged employees
• Market competitive compensation and benefits plan, including LTD & Insurance
• DPSP match program
• Annual Employee Appreciation Week
• Paid vacation and personal days
• Lifeworks Employee Assistance Program (EAP) Resources supporting mental, physical, family and financial well‑being
• Career growth and training programs
• Open communication with Senior Leaders
• Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
• Employee referral program
• Education support programs
• Fitness subsidy
• Recognition programs
• Social activities
• And much more…

JOB SUMMARY

A successful Bilingual Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead this position requires exceptional communication skills, problem‑solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.

CORE JOB RESPONSIBILITIES

• Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
• Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
• Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first‑contact resolution. Escalate complex issues to appropriate channels when necessary
• Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
• Problem‑Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
• Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
• Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
• Department Collaboration: Work effective with intercompany departments to ensure a consistent and high‑quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

QUALIFICATIONS

High School Diploma or equivalent

Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset

Fluent in both verbal and written English and French

Exceptional phone contact handling and active listening skills with a strong problem resolution background

Strong organizational skills with the ability to multi‑task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently

Excellent communication and presentation skills (verbal and written)

Ability to work under pressure in an ever changing, fast‑paced and dynamic medical environment

Demonstrates a highly developed sense of integrity and commitment to customer satisfaction

Excellent organizational and time management skills

Able to be self‑motivated and directed, to effectively prioritize and execute task in a high pressure environment

Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)

Must be available to work Monday to Friday between the hours of:

• 8:00 am – 8:30 pm (EST)

This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

Medline Canada, Corporation is proud to be an equal opportunity employer.

About Medline Canada

Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.

Our Commitment to Diversity and Inclusivity

Medline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons/persons of colour and those who identify as women, persons with disabilities and LGBTQ+ persons.

Our commitment to Accessibility

Medline Canada is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). We endeavor to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact HRC.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.