Customer Service Representative

6 months ago


SaintLaurent, Canada I-MED Pharma Inc. Full time

Nous offrons aux employés des avantages sociaux qui améliorent leur vie personnelle ainsi que leur carrière incluant salaire compétitif, de remboursements d’études, d’allocations de bien-être ou d’un modèle de travail hybride
Avec 35 ans d’innovation dans le domaine de la sécheresse oculaire, nous sommes un chef de file établi dans l’industrie reconnu pour notre haut niveau d’excellence dans tout ce que nous faisons.

Nous recherchons..
Le représentant du service client joue un rôle crucial en soutenant les clients en résolvant les demandes et les problèmes, en garantissant la satisfaction de nos produits et services, et en facilitant les ventes grâce à des stratégies de communication et de service efficaces.

Fonctions du poste
- Documenter toutes les interactions avec les clients dans le CRM (Salesforce).
- Gérer professionnellement les appels, le traitement des commandes et des retours.
- Faire des ventes incitatives et croisées lors des appels clients pour stimuler les ventes.
- Suivre les pistes avec des profils clients détaillés et des plans d'action.
- Résoudre les problèmes de service client et offrir une assistance technique pour les achats en ligne et l'utilisation des produits.
- Communiquer avec les clients sur les statuts des commandes, en particulier pendant les ruptures de stock.
- Fournir un support technique pour les achats en ligne et l'utilisation des produits.
- Gérer les demandes de compte courantes et fournir des informations sur les produits et services.
- Maintenir à jour les dossiers clients dans le CRM/SAGE.
- Réaliser des enquêtes de satisfaction client et gérer les retours. - Gérer les mises à jour de cartes de crédit et traiter les divergences de facturation.
- Résoudre les plaintes des clients en coordination avec l'équipe d'assurance qualité.
- Gérer les garanties des dispositifs médicaux, y compris le traitement des plaintes et la coordination des expéditions.
- Collecter et partager les témoignages clients avec le service marketing.
- Développer et gérer les comptes, en identifiant et en exploitant les opportunités de vente.
- Communiquer avec les clients et les représentants sur les blocages de compte et les questions de facturation.
- Gérer directement les divergences de prix et communiquer les politiques de l'entreprise.
- Assurer une conservation précise de toutes les interactions avec les clients.
- Coordonner avec la logistique pour garantir la livraison rapide des commandes.
- Fournir des informations de suivi et des conseils sur l'assurance et la facturation.
- Proposer et gérer les modèles d'abonnement, le cas échéant.
- Former de nouveaux agents de service client.
- Superviser les programmes de prêt de dispositifs s'ils sont disponibles.
- Effectuer d'autres tâches selon les besoins pour soutenir le service client et la satisfaction.

Exigences
- Orientation axée sur le client pour assurer une expérience client positive.
- Diplôme collégial ou équivalent, formation supérieure ou certifications en service client ou domaines connexes préférées.
- Bilingue (français et anglais).
- Expérience éprouvée dans le service client ou les rôles de vente interne, idéalement dans une industrie similaire.
- Solides compétences en communication et en relations interpersonnelles pour interagir efficacement avec les clients et les membres de l'équipe.
- Maîtrise des logiciels CRM et de la saisie de données ; la familiarité avec SAGE ou Salesforce est un atout.
- Capacité à traiter les commandes avec précision et efficacité.
- Compétences en résolution de problèmes et en résolution de conflits pour traiter habilement les plaintes et les problèmes.
- Compétences commerciales avec une capacité à faire des ventes incitatives et croisées de produits.
- Aptitude technique pour aider les clients avec les systèmes en ligne et les questions liées aux produits.
- Autonome, organisé et proactif.

**Who we are**:
From competitive salaries and benefit packages to education reimbursements, wellness allowances, and a hybrid working model, we offer employees benefits that improve their personal lives as well as their careers.
With 35 years innovating in the field of dry eye disease, we are an established leader in the industry known for our high level of excellence in all that we do.

We are looking for...
The Customer Service Representative plays a crucial role in supporting customers by resolving inquiries and issues, ensuring satisfaction with our products and services, and facilitating sales through effective communication and service strategies.

Job Duties
- Document all customer interactions in CRM (Salesforce).
- Professionally handle calls, processing orders, and returns.
- Upsell and cross-sell during customer calls to drive sales.
- Follow up on leads with detailed customer profiles and action plans.
- Troubleshoot and resolve customer service issues.
- Communicate with customers about order



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