Bilingual Customer Service Associate

Medline Canada is a leading partner in healthcare committed to improving the health and well-being of its customers and communities. They are seeking a Bilingual Customer Service Associate who will play a pivotal role in ensuring positive customer experiences and maintaining strong relationships with clients through effective communication and problem-solving.

Responsibilities:

• Customer Interaction: Engage with customers through various channels (phone, email, chat, or in person) in a friendly, empathetic, and professional manner to understand their needs and concerns. Ensuring clarity and customers are well informed on all inquiries
• Team Collaboration: Collaborate effectively with colleagues, sharing knowledge and insights to provide consistent and exceptional customer service
• Issue Resolution: Resolve customer inquiries, concerns, or complaints effectively, striving for first-contact resolution. Escalate complex issues to appropriate channels when necessary
• Product Knowledge/Adherence to Policies: Maintain a deep understanding of the company's products, services, policies, and procedures to provide accurate information and guidance to customers. Ensure compliance with ALL Medline policies, including privacy and data security
• Problem-Solving: Analyze customer issues and provide creative solutions to meet their needs while adhering to company policies and guidelines
• Documentation: Accurately document customer interactions, including issues and resolutions, according to Medline’s database and contact center platforms
• Feedback Handling: Gather and relay customer feedback to relevant departments for continuous improvement of products and services
• Department Collaboration: Work effective with intercompany departments to ensure a consistent and high-quality customer experience with smooth customer orders, product flow, shipping issues and/or other inquiries

Requirements:

• High School Diploma or equivalent
• Minimum of 2 years of experience in the Customer Service field; Bilingual Contact Center a strong asset
• Due to the scope of responsibilities and/or the organizational structure, this position requires advanced language skills in both French and English (Bilingual)
• Exceptional phone contact handling and active listening skills with a strong problem resolution background
• Strong organizational skills with the ability to multi-task, prioritize and effectively manage priorities while working effectively in a team environment and/or independently
• Excellent communication and presentation skills (verbal and written)
• Ability to work under pressure in an ever changing, fast-paced and dynamic medical environment
• Demonstrates a highly developed sense of integrity and commitment to customer satisfaction
• Excellent organizational and time management skills
• Able to be self-motivated and directed, to effectively prioritize and execute task in a high pressure environment
• Strong proficiency is a MUST with Microsoft Word, and other Office applications, including CRM systems and practices (experience in SAP a strong asset)