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Bilingual Customer Service Representative (14278151)

Ashfield, part of UDG Healthcare

This is a Contract position in Vancouver, ia posted September 13, 2021.

Are you looking for something bigger for your career?

Are you a self motivated and resourceful individual who has excellent customer service and time-management skills?

Do you have a ‘can do’ attitude and enjoy working in a dynamic and fast-paced environment?

If so, we have an outstanding opportunity for you The Bilingual Customer Service Representative is a critical role in our mission to deliver timely, accurate and professional customer service to our Ashfield clients.

This position requires an action-oriented, flexible problem-solver who will be able navigate a variety of software tools.

This role is temporarily remote due to COVID-19.

Job responsibilities: As part of the CSR Helpdesk, respond to all escalations from incoming calls, chat and emails from our client base (including physicians, other HCP’s, patients, clients and consumers); Manage all failed faxes being sent from SampleCupboard to HCPs Instrumental in maintaining the physician database up to date and accurate, while following all specified rules for registration to ensure compliance Will communicate with physicians, other healthcare professionals, client sales/service representatives, patients, consumers etc Verify accuracy of order request form for proper completion and determine if information requires clarification or contains any reportable information and submit to order processing team Identify reasons for letter generation and complete the letter submission process as well as the reminder process Complete daily order fulfilment for certain fulfilment programs Complete the weekly fax notifications for order submission Perform certain data entry tasks for disbursement entry, task logging, auditing, etc.

Manage program returns/undeliverables Maintain systems to ensure that there are no issues with orders to which have already been entered Assist team members (CSR’s) in the accomplishment of their duties and act as expert on departmental procedures for the CSR team Assist Team Manager, CSR in the accomplishment of their duties including special projects that require administrative and program support May act as a backup for other staff members Identify AE’s, PQC’s and deviations and report to QA Director or as policy dictates Log and escalate complaints to the appropriate channels Knowledge and skills required: Completed university degree or collegial diploma (D.E.C.), or equivalent job experience Must be bilingual in French and English 2 years’ experience in a customer service team or call centre Ability to multi-task phone, data entry and customer service in a challenging and fast-paced environment Able to organize own workload, prioritize and meet deadlines Demonstrated customer focus and service orientation – ‘can do’ attitude Detail and results oriented Excellent interpersonal, written and verbal communication skills.