Bilingual EN/FR Customer Service

Premier NX•Saint John, NB

just now•Remote

About The Position

Premier NX is seeking a Customer Service Representative to join their team. This role is crucial in meeting client service levels for prestigious brands in the pharmaceutical, healthcare, food, consumer packaged goods, and beauty care industries. The Customer Service Representative will be responsible for responding to complex consumer inquiries via phone, text, and chat, providing information, support, and guidance. The company supports a remote workforce, providing necessary equipment and requiring specific employment conditions such as a private workspace and a minimum internet speed of 100 MBPS. This is a high-volume call center position with assigned shifts, requiring adherence to a strict schedule. Representatives must be proficient in multitasking across multiple systems and communication channels, with a strong emphasis on attention to detail for accurate logging of customer information and case notes. Quality assurance and product knowledge are regularly audited. The training process is intensive, involving independent study and remote sessions on systems, SOPs, and product knowledge.

Requirements

Bilingual in English and French.
High level of sensitivity, empathy, and patience with each consumer.
Ability to work with multiple systems and communication channels at the same time.
Attention to detail is critical.
Must be able to complete each shift in its entirety.
Must adhere to assigned work schedule.
Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed.
Self-discipline for intense training process.

Nice To Haves

Experience in pharmaceutical, healthcare, food, consumer packaged goods, or beauty care industries.

Responsibilities

Respond to complex consumer inquiries via phone, text, and chat.
Provide information, support, and guidance to consumers.
Answer incoming phone calls, text, chat and respond to written communication.
Troubleshoot any issues related to the consumer product.
Provide product information and make recommendations based on consumer’s needs.
Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
Continually maintain working knowledge of all company products, services, and promotions.
Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.