Bilingual Customer Service Specialist, Pharmaceuticals/Healthcare – English/French

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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

• Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders • Answer general inquiries from consumers and healthcare providers • Provide general on-label information and respond to frequently asked questions • Identify medical information inquiries and triage them to the appropriate department • Navigate and assist users with websites and content • Ensure consumers and healthcare providers receive prompt, complete, and professional customer service • Assist with temperature excursion inquiries and updates • Identify and report potential Adverse Events and Product Quality Complaints • Document case notes in the customer relationship management system • Provide contract support and act as liaison representing the client • Potentially support rotational shifts and after-hours coverage

🎯 Requirements

• Strong proficiency in English and French; fluency in both languages is mandatory • Minimum 2 years of experience supporting pharma/biotech call centers preferred • Experience in a medical or commercial setting preferred • Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred • Previous contact center experience is an asset • Must already be based in Canada with fully legal and valid documentation to work in Canada (WP, PR and SIN) • Employer does not provide sponsorship • Ability to handle calls, chats, and emails • Ability to identify and document/report potential adverse events and product complaints • Demonstrated problem-solving ability • Ability to learn and navigate new systems and technologies quickly • Windows through current version • Microsoft Office tools • Basic computer and hardware proficiency to set up a remote workstation • Contact center telephony, email, and chat tools preferred • Knowledge of client relationship management systems preferred • Ability to sit for long periods of time • Hardwired internet connection with minimum 15 Mbps upload and 15 Mbps download • Private, quiet office space free of interruptions • Strong interpersonal, listening, empathy, telephone, and customer service skills • Ability to work in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient

🏖️ Benefits

• Medical insurance after probation period • Dental insurance after probation period • Life insurance after probation period • 3 weeks of training plus 1 week of certification • 2 weeks paid vacation • All equipment provided by the company • Fully remote work in Canada • 40-hour work week • No sponsorship required from the employer; candidates must already have valid Canadian work documentation