Bilingual Customer Service Administrator (Mississauga Based: Afternoon Shift)

Philips•Mississauga, ON

4d•Hybrid

About The Position

As a Bilingual Customer Service Administrator, you’ll provide customer support, maintain relationships with internal and external customers, and process customer parts orders. Your role: The main responsibilities for this position are as a Contact Center Agent and Parts Order Desk Administrator during business hours. After-hours, weekend, and statutory holiday support in Reactive Planner and Quotation Administrator roles are also required. Responding to inbound calls from healthcare professionals requiring remote technical support or onsite service for Philips Healthcare products. Receiving, analyzing, and documenting customer requests; tracking captured data to identify patterns for improved customer service. Ordering parts for customers – regularly monitoring and processing orders and requests from the Parts Order Desk queue. Scheduling and dispatching Field Service Engineers for onsite service support after-hours using ServiceMax. Preparing and sending billable quotes and awaiting purchase orders from customers. Reviewing reports in SalesForce to ensure after-hours work orders are planned and dispatched. Shift time: 3 PM - 11 PM and 4 PM - 12 AM with 2 rotating days off per week. Must have the ability to work flexible hours, as needed based on business needs.

Requirements

2+ years of experience in customer service/contact center support, parts ordering, and/or other related fields
Bilingual French and English skills, both written and verbal, are required
High school diploma or equivalent combination of education and experience
Experience with Microsoft applications (Word, Excel, PowerPoint, Teams, Outlook)
Ability to demonstrate analytical and problem-solving skills
Ability to demonstrate attention to detail, organization, and time management capabilities
Ability to support in a fast-paced environment, multi-tasking to meet deadlines
Ability to be agile and flexible with a proactive desire to provide elevated support
Ability to work in an office/home office and/or remote setting
Canadian work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Must reside in or within commuting distance to Mississauga, ON, Canada

Nice To Haves

Bachelor’s degree is preferred
Experience in ServiceMax, Salesforce, SAP, or other CRM preferred

Responsibilities

Provide customer support
Maintain relationships with internal and external customers
Process customer parts orders
Act as a Contact Center Agent and Parts Order Desk Administrator during business hours
Provide after-hours, weekend, and statutory holiday support in Reactive Planner and Quotation Administrator roles
Respond to inbound calls from healthcare professionals requiring remote technical support or onsite service for Philips Healthcare products
Receive, analyze, and document customer requests
Track captured data to identify patterns for improved customer service
Monitor and process orders and requests from the Parts Order Desk queue
Schedule and dispatch Field Service Engineers for onsite service support after-hours using ServiceMax
Prepare and send billable quotes and await purchase orders from customers
Review reports in SalesForce to ensure after-hours work orders are planned and dispatched