Customer Service Representative

Pillway; Brampton; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Dental care

Extended health care

Job summary

Pillway Pharmacy, a Canadian healthcare technology company, seeks a Customer Service Representative to support diverse customers in English and French. You’ll manage CRM tickets, troubleshoot app issues, assist with payments, and ensure timely resolution under SLAs for a seamless user experience.

Work with a collaborative team and Pharmacy Experience Specialists to resolve complex cases, support marketing programs, and deliver patient-centric service.

Qualifications

• Excellent written and verbal communication skills.
• Experience in customer service, tech support, healthcare, or similar fields preferred.
• Familiar with CRM systems and ticket prioritization.
• Strong problem-solving abilities for technical and payment inquiries.
• Empathetic, patient, and customer-focused communication.

Responsibilities

• CRM Management: manage customer tickets within our CRM system per SLAs.
• Issue Escalation: escalate complex issues to relevant teams promptly.
• Campaign Support: assist with marketing campaigns, bilingual English/French support.
• Technical and Payment Support: troubleshoot app/website issues and payments.
• Pharmacy Liaison: collaborate with Pharmacy Experience Specialists when pharmacy input is needed.

Skills

Communication

Customer service

CRM familiarity

Problem solving

Empathy

Team collaboration

Tools

CRM software

Job description

Overview

Pillway isn't just a pharmacy, we're a healthcare technology company at the forefront of the industry. We are revolutionizing patient medication management through cutting-edge technology, creating a truly seamless and patient-first experience. Join our team and play a pivotal role in shaping the future of pharmacy services in a high-growth, innovative environment. Pillway Pharmacy is on the lookout for a Customer Service Representative with great communication skills that can provide exemplary support and service to our diverse customer base. This role is vital for managing non-pharmacist-specific inquiries, including shipping issues, in-app problems, technical glitches, and payment questions. The ideal candidate will be an expert in navigating our CRM system to ensure customer tickets are actioned promptly and escalated according to our service SLAs. As part of our customer support team, you will also participate in support programs for marketing campaigns, offering detailed information and assistance on promoted services. This position requires close collaboration with the Pharmacy Experience Specialist team to resolve complex issues, providing a seamless and efficient customer experience.

Key Responsibilities

• CRM Management: Efficiently manage customer tickets within our CRM system, ensuring timely action and adherence to service SLAs for issue resolution.
• Issue Escalation: Identify and expand complex issues to the relevant teams or departments in a timely manner, ensuring swift resolution of customer concerns.
• Campaign Support: Handle inbound calls related to marketing campaigns, providing information and assistance in both French and English to maximize customer engagement and satisfaction.
• Technical and Payment Support: Troubleshoot technical issues with the app or website and assist with payment-related inquiries, ensuring a smooth and hassle-free customer experience.
• Pharmacy Liaison: Collaborate with Pharmacy Experience Specialists for issues requiring pharmacy input, ensuring comprehensive support and resolution.

Qualifications

• Excellent written and verbal communication skills.
• Proven track record in customer service, with experience in tech support, healthcare, or similar fields preferred.
• Strong familiarity with CRM systems and adept at managing and prioritizing tickets.
• Excellent problem-solving skills, with the ability to address technical and payment-related inquiries efficiently.
• Effective communication skills, capable of explaining complex issues
• High level of empathy, patience, and dedication to providing a positive customer experience.

Why Work With Pillway

Joining Pillway Means Becoming Part Of a Pioneering Team Dedicated To Revolutionizing Digital Pharmacy In Canada. Here's Why You Should Consider Us

• Work at the cutting edge of health and technology, driving meaningful change in how people manage their health
• Enjoy clear opportunities for professional growth and development as a key player in a future-focused and expanding organization.
• Thrive in a supportive, high-energy, and collaborative team environment where your input is valued, and great work is recognized.
• Receive a competitive compensation and comprehensive benefits package that reflects your skills and commitment, including:
  • Dental care
  • Extended health care

Interview Process

Only applicants whose experience aligns with our requirements will be contacted for next steps.

Join us at Pillway for a chance to shape the future of digital healthcare, where your work impacts lives daily, and innovation meets inclusivity.

We are an inclusive employer and provide accommodations for applicants with disabilities throughout the recruitment process. Please let us know if you require accommodation.

Disclosure

We use AI tools to assist with screening and evaluating applications.