About this role
Job title: Bilingual Customer Service Representative
About the Role A bilingual (French & English) Customer Service Representative at Medline Canada plays a pivotal role in delivering positive experiences and maintaining strong client relationships. Reporting to the Customer Service Manager, you will handle diverse inquiries with professionalism, empathy, and a focus on customer satisfaction.
What You'll Do
- Engage with customers via phone, email, chat, or in person with empathy and professionalism to understand needs and concerns.
- Collaborate with colleagues to share knowledge and ensure consistent, high-quality service.
- Resolve inquiries and complaints, striving for first-contact resolution; escalate complex issues when needed.
- Maintain deep product knowledge and adhere to company policies, including privacy and data security.
- Analyze issues and provide creative, compliant solutions; document interactions in Medline’s systems.
- Gather and relay customer feedback to relevant departments for continuous improvement.
- Work with interdepartmental teams to ensure smooth orders, product flow, shipping, and related inquiries.
What We're Looking For
- High School Diploma or equivalent; minimum 2 years in Customer Service; bilingual contact center experience a strong asset.
- Advanced language skills in both French and English (bilingual).
- Exceptional phone handling and active listening with strong problem-resolution background.
- Strong organizational skills; ability to multi-task and work in a fast-paced environment.
- Excellent verbal and written communication and presentation skills.
- Ability to work under pressure in a dynamic medical environment; high integrity and commitment to customer satisfaction.
- Self-motivated, able to prioritize tasks and work independently or in a team.
- Proficiency with Microsoft Word and Office applications; CRM systems; SAP experience is a strong asset.
- English is required due to the scope of the role.
Nice to Have
- Experience with SAP or other CRM platforms.
- Previous experience in a bilingual customer service setting.
Compensation & Benefits
- Salary: $50,200.00 - $75,400.00 yearly.
- Benefits include market-competitive compensation and benefits plan, LTD & Insurance, Lifeworks EAP, paid vacation and personal days, annual employee appreciation events, education support programs, fitness subsidy, employee referral program, and more.
- Additional incentives such as home office reimbursement and Sylvan Learning Centre credit are available for eligible employees.