Bilingual Customer Response Centre Representative
Canada
Fulltime: 37.5 hrs a week
Experience: 2-4 Years
Pharmaceuticals
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 knowledgeÂ
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.
Anything else ?
Shape your future
Are you ready for the next step in your career? Join Brunel’s powerful global network, where passionate, results-driven specialists come together with industry-leading clients. By connecting specialists to pioneering projects, we drive change in many industries, enabling growth and delivering great outcomes. Brunel helps you reach your full potential and empowers you to make an impact within a purpose-driven global company.
Explore your career opportunities!
Explore your career opportunities!
Our Culture and Values
At Brunel, we are proud of our unique corporate culture, which is shaped and nurtured by the collective efforts of our employees. Our work environment is characterised by an authentic, communicative and inclusive approach to teamwork that fosters an atmosphere of collaboration and creativity. Our values are at the center of everything we do – for our clients, our colleagues and ourselves.
Learn more about our global network of specialists!
Learn more about our global network of specialists!
Our ESG Commitment
Since 1975, our mission has always been to connect specialists to exciting career opportunities, to support the development of these careers, and to offer fair and equal employment. This has enabled us to create a truly sustainable and durable business model. Having a passion for people and caring deeply for the environment is not only part of Brunel’s DNA but is also reflected in our culture and values. As a global company, we take our social responsibility very seriously.
Join us on our mission!
Join us on our mission!
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