Introduction

Bilingual Customer Response Centre Representative (12-month contract) Canada - Remote

What are you going to do 

Responsibilities

  • Respond to inbound telephone and written inquiries in both English and French in a professional, customer-focused manner
  • Support customers across Canada, including patients, healthcare professionals, pharmacies, and internal stakeholders
  • Answer customer calls and written inquiries related to medicines and medical devices, providing accurate information within approved guidance and established procedures
  • Troubleshoot medical device questions and issues by gathering relevant information, asking appropriate probing questions, and guiding customers through approved troubleshooting steps
  • Accurately document customer interactions, inquiries, follow-ups, and outcomes in required systems and trackers
  • Identify and escalate complex medical device issues, product quality issues, adverse events, and product complaints according to established procedures
  • Liaise with cross-functional teams to obtain product, service, supply, and process updates
  • Maintain strong call handling, active listening, problem-solving, and de-escalation skills in a fast-paced, high-volume remote call centre environment
  • Meet service level expectations, schedule adherence, and teamwork responsibilities

Essential skills and knowledge

Requirements

  • University Degree or applicable college diploma
  • Minimum 2 years of call centre experience, preferably in healthcare, pharmaceutical, patient support, or customer service environments
  • Fully bilingual in English and French, with strong written and verbal communication skills in both languages; French language proficiency will be assessed as part of the recruitment process
  • Strong customer service mindset, sound judgment, and ability to communicate clearly with different customer groups
  • Ability to multitask, adapt quickly, and manage competing priorities in a fast-paced contact centre setting
  • Experience using call centre technology, case management systems, CRM tools, and Microsoft Office applications
  • Demonstrated attention to detail and ability to follow procedures, scripts, quality expectations, and compliance requirements
  • Deliver on specific schedule requirements and teamwork responsibilities
  • Must be comfortable working fully remotely while following a 8:30 - 5:00 PM EST, or 12:00 - 8:00 PM EST work schedule, Monday through Friday

What we offer 

What We Offer

Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We'll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That's what we continually strive for. Over 45 years, we've created a global network of interesting clients and talented individuals working together through a vast array of services.

Closing: 20 December 2026

Apply Now

Are you the perfect match for this vacancy? Apply in 5 minutes and let's get in touch!

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Process of your application

Application process & contact

We will now begin examining your application: We will take a close look at your application documents and ask you for additional information if necessary. If your qualifications match our requirements, we will invite you to meet us for the first time.

Project discussion with our customer

If the introductory meeting goes well for you and us, we will arrange a meeting with the customer who has the perfect project for you. This gives you the opportunity to find out more about the customer and the project.

The decision

If you enjoyed the project discussion and the customer is also convinced of your expertise, we will ask you the final and decisive question: Do you want to get started at Brunel?

Introductory conversation with Brunel

In an introductory meeting, we would like to find out more about your interests, ambitions and professional developments. At the same time, we report on working at Brunel and provide information about all career opportunities and prospects.

Welcome to Brunel

Now great times are beginning! With Brunel you have countless opportunities to help shape technological progress. You decide how your career path goes. We support you in every phase of your career. You always have security behind you: Brunel!