Bilingual Customer Service Specialist, English/French

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $45k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• Answer general inbound calls, chats, and emails from patients, healthcare professionals, and internal stakeholders • Respond to general inquiries from consumers and/or healthcare professionals • Navigate websites and assist users with navigating them • Use various websites and content to provide prompt, comprehensive, and professional service • Handle temperature excursion inquiries and updates • Identify and report potential adverse events and product quality complaints • Record case notes in the CRM system • Support the contract, act as a liaison, and represent the client • Potentially work rotating shifts and provide support outside regular business hours

🎯 Requirements

• Must already reside in Canada • Must have fully legal and valid documentation authorizing you to work in Canada, including a work permit, permanent residency, and Social Insurance Number (SIN) • No sponsorship available • Fluency in both English and French, spoken and written, is required • Resume must be submitted in English • At least 2 years of experience supporting pharmaceutical or biotechnology call centers, or working in a medical or commercial environment, preferred • Experience with pharmaceutical products in a pharmaceutical or biotechnology call center preferred • Experience with Salesforce and Vonage preferred • Previous contact center experience is an asset • Excellent telephone communication skills • Ability to work in an innovative, fast-paced environment with flexibility, initiative, resourcefulness, and efficiency • Excellent interpersonal skills and the ability to establish and maintain stakeholder relationships • Excellent listening skills and empathy • Ability to communicate about and distinguish different types of inquiries related to commercial requests • Willingness to learn how to identify, document, and report adverse events and product complaints • Ability to handle calls, chats, and emails • Demonstrated problem-solving ability • Ability to quickly learn new systems and technologies • Knowledge of Windows through the current version • Knowledge of Microsoft Office tools • Familiarity with laptops, desktop computers, and printers • Contact center telephony, email, and chat tools preferred • Knowledge of a CRM system preferred • Ability to remain seated for extended periods • Basic computer and hardware knowledge to set up a remote workstation • Wired internet connection with at least 15 Mbps upload and 15 Mbps download speeds • Private, quiet workspace free from interruptions

🏖️ Benefits

• Health, dental, and life insurance after the probationary period • 3 weeks of training plus 1 week of certification, for a total of 4 weeks • 2 weeks of paid vacation • All equipment fully provided by the company; no equipment purchase required • Permanent, full-time employment • Fully remote work within Canada