Bilingual CX Specialist — Remote (French/English)

Phoenix; Ottawa; Remote; CAD 52,000 - 78,000; Full time

Benefits offered by this job

Remote-first holiday season

Healthcare coverage

Wellbeing support

Competitive pay

Job summary

Phoenix in Canada is seeking a Bilingual Customer Experience Coordinator (Remote) to guide patients through our telehealth platform, answer questions in English and French, and help them manage their accounts, orders, and treatment plans. This remote role may include occasional weekend hours if required to support patient needs.

You will triage questions to the healthcare team, troubleshoot issues with accounts, shipments, and billing, and provide best-in-class customer service that informs

Qualifications

• Excellent written and verbal communication in English and French.
• Experience delivering customer support in a fast-paced environment.
• Familiarity with CRM tools and case management.

Responsibilities

• Respond to patients' inquiries via email, chat and phone.
• Communicate clearly and effectively with patients in both French and English, through email and phone calls.
• Assist with patient onboarding, product education, and general troubleshooting across our platform.
• Troubleshoot issues with account management, shipments, and billing.
• Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience.
• Provide best-in-class customer service to our patients; your interactions with patients will be the basis of feedback that is delivered back to the rest of the organization to continuously build on the patient experience.
• Find creative, fun, and professional ways to deliver the best possible support for our patients.

Skills

Bilingual (English & French)

Customer support

CRM experience

Tools

Gladly CRM

Job description

Phoenix in Canada is seeking a Bilingual Customer Experience Coordinator (Remote) to guide patients through our telehealth platform, answer questions in English and French, and help them manage their accounts, orders, and treatment plans. This remote role may include occasional weekend hours if required to support patient needs.

You will triage questions to the healthcare team, troubleshoot issues with accounts, shipments, and billing, and provide best-in-class customer service that informs