Coordinateur(trice) bilingue du centre d’assistance/ Bilingual Customer Care Coordinator

Inizio Engage•Montreal, QC

2d•$50,000 - $56,000•Hybrid

About The Position

Inizio Engage is seeking a Bilingual Customer Care Coordinator to triage and respond to a variety of client customer call types and emails, routing inquiries to the appropriate client personnel or departments. Responsibilities include: intake and documentation of product quality complaints and adverse events, first level technical support, and collecting demographic data and disposition for product, sample and literature fulfillment. The role requires accurate logging in database systems, adherence to regulatory and client protocols and excellent customer service skills in a fast paced, customer-centric environment. The Bilingual Customer Care Coordinator reports to the Call Center Supervisor and Call Center Team Lead.

Requirements

Bachelor’s degree or equivalent work-related experience
Fluently Bilingual in English and French (oral and written)
Experience in a fast-paced customer service-based role strongly preferred
Excellent verbal, written and listening communication skills
Pleasant telephone manners
Experience in a high-volume call center strongly preferred
Solution driven, strong time management and organizational skills
Strong technical ability with excellent computer skills, can navigate through different database systems and ability to learn new software applications.
Ability to work effectively both autonomously and in a team environment
Flexible and adaptable to meet scheduling and organizational needs; An 8-hour shift with allocated breaks can vary between 8 am- 8 pm EST

Responsibilities

Triage inbound phone calls received from client customers efficiently and with a high degree of professionalism and excellent customer service
Triage and respond to electronic inquiries efficiently and in accordance with client guidelines
Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines
Accurately collect information required by individual programs and correctly capture it in specific program databases
Completely and accurately document and/or triage all electronic and telephonic inquiry requests
Process or triage Adverse Events and Product Quality Complaints in compliance with Inizio, Client and regulatory guidelines
Exhibit highly effective communication and tele-management skills
Converse with callers in an empathetic manner and facilitate the callers in their ability to understand terminology, as needed
Possess and utilize effective organizational and time management skills to manage customer interactions
Navigate efficiently in multiple databases simultaneously
Adhere to all company policies and Standard Operating Procedures
Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
Understand how one’s own contribution impacts results
Consistently meet or exceed minimum quality and productivity KPIs
Understands what the organization delivers and our position within a global context
Builds a network of useful contacts to help get things done more efficiently
Is proactive and anticipatory with solutions to problems in the business
Seeks to stretch own capability, willing to operate outside of comfort zone