Bilingual Customer Service Representative (English / French)

ZOLL Medical Corporation•Mississauga, ON

22h•CA$60,000 - CA$65,000•Hybrid

About The Position

Acute Care Technology is seeking a Bilingual Customer Service Representative fluent in English and French. ZOLL Medical is a growing, innovation-driven company focused on delivering life-saving medical devices and efficiency-improving software solutions. With a global customer base in over 140 countries, ZOLL continues to expand its reach and product offerings. Hospitals, emergency medical services (EMS), and others rely on ZOLL for high-quality products and exceptional customer service. ZOLL products are critical in saving lives worldwide, particularly for those experiencing sudden cardiac arrest. The company is known for its industry-first Real CPR Help® technology and the world's only wearable defibrillator. ZOLL emphasizes the motivation and dedication of its employees and is invested in their success. The company offers competitive salaries and a comprehensive benefits package. This is a Hybrid role requiring 2 days in the office and 3 days of work from home, with working hours from 9 am to 5:30 pm.

Requirements

3-5+ years solid customer service background, preferably in a call center and/or order processing environment.
Professional and courteous telephone manners with a customer focus.
Attention to detail, minimizing customer impacted errors.
Ability to comprehend complex product configurations, handle multifunction tasks and proven follow-up skills.
Ability to effectively communicate (oral and written) in both English and French.
Ability to learn, retain, and apply complete knowledge of ZOLL Corporate Policies and Procedures and company-wide operation procedures (i.e. Sales Order Flow Procedures, Approval Process, Shipping Procedures, and Warranty Procedures).
Will be required to work extended hours as needed during fiscal month and quarter end as defined by management.

Nice To Haves

Previous experience with Oracle Cloud is desired.
Previous experience with Sales Force applications is desired.

Responsibilities

Be 100% available to answer and respond to a high volume of inbound phone calls through the ZOLL Customer Support toll-free number.
Process orders by Phone and Email via the ORACLE Cloud database.
Provide Customers with detailed, accurate information on the status of purchase orders, sales orders, returns, credits, and shipping.
Ensure Customers’ needs are taken care of within the standards of performance set by management.
Interact with various departments regularly to achieve the best results for the Customer.
Promptly answer inbound phone calls for customers.
Process orders via phone and e-mail.
Qualify and execute credit, invoice-only and return authorization requests.
Provide accurate, professional and responsive customer support to customers and all other personnel within the organization at all levels.
Provide verbal and email order confirmations upon request by the customer.
Perform other administrative tasks within the ZOLL Canada office as required.
Support the coordination and compilation of RFP responses as required.