Customer Care Representative (Bilingual)

Canopy Growth Corporation; Montreal (administrative region); A distancia; CAD 42.000 - 62.000; Jornada completa

Descripción de la vacante

Canopy Growth Corporation is seeking a remote Customer Care Representative to support medical and recreational cannabis customers across Canada. The role emphasizes prompt inquiries response, registration support, and product guidance while maintaining high levels of service and compliance.

The candidate will handle phone, email, and chat inquiries, assist clinics and physicians, and coordinate registrations with Tweed and external partners.

Formación

• Experience in customer service, preferably in a call centre setting.
• Strong listening and communication skills with the ability to handle stressful situations.
• Bilingualism is mandatory.

Responsabilidades

• Provide prompt, courteous, and clear answers to inquiries.
• Explain Health Canada regulations and medical/recreational options.
• Advise on policies and procedures for customers, clinics, and physicians.
• Provide information on products and medical options to consider.
• Conduct high-level strain consultations to physicians and customers.
• Process orders and payments accurately and confirm order status.
• Coordinate customer registration between customers, Tweed, and external parties.
• Drive timely customer registrations for Priority Clinics (10-minute handling).
• Prepare regular tracking and reporting for team leadership.
• Maintain logs and perform general administrative tasks.
• Support the Customer Care Team with coverage across shifts.

Conocimientos

Customer service

Call centre

Communication skills

Data entry

Administrative skills

Bilingual

G-Suite

Multi-channel communication

Herramientas

G-Suite

CRM systems

Web-based systems

Descripción del empleo

The CompanyWe are a leading global company committed to bettering lives through cannabis.At Canopy Growth, quality, consistency and trust guide everything we grow, make and deliver. From cultivation to consumer, we take a long-term view, with the ambition to help set the standard for the industry.We're looking for principled, driven people who want to do meaningful work and help shape what comes next. We invest in our people, support their growth and value the different backgrounds, experiences and perspectives they bring.We believe the best of this industry is still ahead - and we intend to lead it there. Come join us.The OpportunityProviding outstanding customer care is a cornerstone of our business. As a Customer Care Representative your role involves answering inbound phone calls, completing administrative tasks, data entry and providing our customers with excellent care in both the Medical and Recreational Markets. Some key components of the role are ensuring that customer registration moves forward smoothly and efficiently by helping customers through the process of obtaining their medical document and becoming a registered client; helping the customer select the product best suited to their needs; and generally making their client experience a pleasant and productive one.ResponsibilitiesProvide prompt, courteous, and clear answers to all inquiriesProvide insight regarding Health Canada regulations and options for Medical/Recreational MarketsAdvice on our policies and proceduresAnswering incoming inquiries from clinics and physiciansProvide information on our products and the medical options to be consideredProviding high level strain consultations to physicians, clinics and customersPlacing order and, processing customer payments with high levels of accuracyEnsure clarity on the status of their ordersResponding and answering to incoming/outgoing inquiries including phone, email or chatCoordinate the customer registration process between customers, Tweed, and external partiesProvide prompt service and registration within a 10 minute timeframe for Priority ClinicsFacilitating Health Care Practitioner Portal applications and submissionsProviding prompt, accurate quality checks to customer filesProvide administrative and general support to the Customer Care TeamEnsure all requests for information are met efficiently and accuratelyProvide regular tracking and reporting to the team leaderMaintaining logs and various administrative tasksMust be able to work a variable of shiftsOther Duties as assignedExperienceStrong Customer Service Experience (call centre preferred) with the ability to work in potentially highly stressful situationsExcellent listening and communication skillsStrong customer resolutions and retention skillsStrong administrative skillsStrong technology skills, including G-Suite, web-based systems, report preparation and multi-channel communication with the ability to learn/utilize new computers systemsSincere compassion and empathy for the needs of customersA strong sense of personal integrity and confidentialityAbility to define processes and contribute to the growth of the teamResolve problems by analyzing data and identifying problemsAbility to work independentlyA medical background would be an assetAbility to work variable shiftsBilingualism is mandatoryOther DetailsThis is a full-time remote role based in CanadaWe appreciate your interest, and promise to review all applications, but we will only be contacting those who best fit the requirements.We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation, please notify your Talent Acquisition Partner. Please note, the chosen applicant will be required to successfully complete background and reference checks.Recruitment Process: All applications for this role are reviewed manually; no AI-based screening or ranking tools are used.This post is for an existing vacancy.