Customer Service Representative(Bilingual)

TEEMA Solutions Group; Brampton; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading digital pharmacy in Canada is seeking a Bilingual Customer Service Representative fluent in French and English. This role is essential for providing exemplary support, managing inquiries related to shipping, technical issues, and payments. Candidates must have a proven background in customer service, particularly in tech support or healthcare. The position offers a flexible work environment alongside comprehensive health benefits and a vibrant company culture focusing on diversity and innovation.

Benefits

Market-aligned salaries

Comprehensive health benefits

Employee Stock Option Plan

Flexible work environment

Inclusive workplace culture

Qualifications

• Fluency in both French and English is essential.
• 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 clearly in both languages.
• High level of empathy, patience, and dedication to providing a positive customer experience.
• Ability to work flexibly in a remote, in-office, or hybrid setting.

Responsibilities

• Offer bilingual support for both French and English-speaking customers.
• Efficiently manage customer tickets within the CRM system, ensuring timely action.
• Identify and escalate complex issues to relevant teams quickly.
• Handle inbound calls related to marketing campaigns, providing assistance in both languages.
• Troubleshoot technical issues with the app or website.
• Collaborate with Pharmacy Experience Specialists for issues requiring pharmacy input.

Skills

Fluency in French and English

Customer service experience

Tech support experience

Problem-solving skills

Effective communication skills

Empathy and patience

CRM system familiarity

Job description

Pillway Pharmacy is on the lookout for a Bilingual Customer Service Representative fluent in French and English to 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

• Bilingual Support: Offer support and resolve inquiries for both French and English‑speaking customers, maintaining high satisfaction levels across our diverse customer base.
• 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 elevate 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

• Fluency in both French and English is essential.
• 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 clearly in both French and English.
• High level of empathy, patience, and dedication to providing a positive customer experience.
• Ability to work flexibly in a remote, in‑office, or hybrid setting, adapting to the needs of the business and team.

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:

Competitive Benefits and Compensation: We offer market‑aligned salaries, comprehensive health benefits, and the potential for participation in our Employee Stock Option Plan over time.

Flexible Work Environment: Our culture thrives on flexibility, allowing you to balance work and personal life seamlessly.

Inclusive and Dynamic Culture: Be part of a great workplace culture that values diversity, innovation, and teamwork.

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.