Bilingual Customer Response Centre Representative

Responsibilities Respond to inbound telephone and written inquiries in both English and French in a professional, customer-focused manner Support customers across Canada, including patients, healthcare professionals, pharmacies, and internal stakeholders Answer customer calls and written inquiries related to medicines and medical devices, providing accurate information within approved guidance and established procedures Troubleshoot medical device questions and issues by gathering relevant information, asking appropriate probing questions, and guiding customers through approved troubleshooting steps Accurately document customer interactions, inquiries, follow-ups, and outcomes in required systems and trackers Identify and escalate complex medical device issues, product quality issues, adverse events, and product complaints according to established procedures Liaise with cross-functional teams to obtain product, service, supply, and process updates Maintain strong call handling, active listening, problem-solving, and de-escalation skills in a fast-paced, high-volume remote call centre environment Meet service level expectations, schedule adherence, and teamwork responsibilities