Bilingual Client Support Specialist

2 weeks ago

Markham, Canada Quantum Management Services Ltd. Full time

Position: Bilingual Client Support Specialist

Location: Markham, Ontario

Salary: $36 per hour

Schedule: 3 days in-office, 2 days remote

Job Type: 1-year term, with strong potential for permanent status

About the Role:

Our client, a leading pharmaceutical organization committed to advancing innovative healthcare solutions, is seeking a motivated and customer-focused Bilingual Client Support Specialist to join its Markham-based team. This hybrid role offers the flexibility of working three days on site and two days remotely, while maintaining a strong commitment to delivering exceptional customer support.

In this position, you will be responsible for managing customer inquiries, resolving issues, and ensuring an outstanding service experience for both English- and French-speaking clients.

Key Responsibilities:

- Respond promptly and professionally to customer and sales representative inquiries via phone and email, ensuring thorough and accurate resolution.

- Manage customer accounts and orders, including verification, order processing, tracking, and issue resolution.

- Monitor and action requests from shared email inboxes, ensuring timely and accurate follow-up.

- Support new customers and users of the online ordering portal, offering guidance and troubleshooting as needed.

- Document and resolve customer and sales interactions, escalating issues to appropriate departments when required.

- Collaborate effectively with cross-functional teams to support order accuracy, customer satisfaction, and process improvements.

- Adhere to customer service standards, policies, and procedures while maintaining a positive and professional attitude.

Qualifications:

- College diploma, university degree, or related post-secondary education.

- Fluency in both English and French, with strong verbal and written communication skills.

- 2+ years of experience working in high-volume contact centre environments.

- Proficiency with SAP (ECC, Order to Cash) or similar order management systems; strong technical aptitude and ability to navigate multiple systems.

- Demonstrated experience in a team-oriented, collaborative, and high-engagement environment.

- Strong attention to detail, organizational skills, and the ability to prioritize effectively.

- Proven problem-solving abilities, sound judgment, and composure under pressure.

Please send your resume in Word format to Sarah Villarroel at sarah.villarroel@quantum.ca.

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