Bilingual Customer Service Representative
1 month ago
Bilingual Customer Service Representative (12-Month Contract) ( Job Number: CUS0100ZC ) Primary Location
Value Proposition
As a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Lives – this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians, coast-to-coast.
Compensation is only one part of the Employee Value Proposition that Medline Canada offers our employees. As part of our mission, we offer one of the most competitive and engaging employee experience programs in Canada, which includes:
- Collaborative work environment with highly engaged employees
- Annual Employee Appreciation Week
- Career growth and training programs
- Open communication with Senior Leaders
- Employee referral program
- Recognition programs
- Social activities
- And much more…
JOB SUMMARY
A Customer Service Representative plays a pivotal role in ensuring positive customer experiences and maintaining strong relationships between the company and its clients. Reporting to the Customer Service Manager and/or Supervisor/Team Lead, this position requires exceptional communication skills, problem-solving abilities, and a dedication to customer satisfaction. The ideal candidate will exhibit professionalism, empathy, and the capability to handle a variety of customer inquiries and issues efficiently.
Shift: Monday to Friday - 12:00 PM to 8:30 PM
CORE JOB RESPONSIBILITIES
- Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries.
- Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
- Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
- Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
- Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
- Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
- Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
- Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries
QUALIFICATIONS
- High School Diploma or equivalent
- Minimum of 3 years of experience in the Customer Service field; Contact Center a strong asset
- Fluent in both verbal and written English and French
- Exceptional phone contact handling and active listening skills with a strong problem resolution background
- Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
- Excellent communication and presentation skills (verbal and written)
- Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment
- Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
- Excellent organizational and time management skills
- Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
- Proficient with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)
This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.
Medline Canada, Corporation is proud to be an equal opportunity employer.
About Medline Canada
Medline Canada stands at the forefront of healthcare, providing expertise and a breadth of solutions for every care setting. With 550+ employees, including 100 dedicated sales and clinical professionals and eight distribution centres located coast-to-coast, Medline Canada is proud to serve the entire continuum of care.
Our Commitment to Diversity and Inclusivity
Medline Canada is committed to diversity and inclusivity and we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons/persons of colour and those who identify as women, persons with disabilities and LGBTQ+ persons.
Our commitment to Accessibility
Medline Canada is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). We endeavor to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact HRCanada@medline.com.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Medline is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to and let us know the nature of your request along with your contact information.employment@medline.com
VETERANS AT MEDLINEMedline recognizes the experience and dedication veterans bring to the workplace. We take pride in the career paths provided to our employees. Our military employees add tremendous leadership skills and a broad range of talents which help us drive the healthcare solutions needed for today and tomorrow.
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