Customer Service Supervisor (English/ French Speaker)

The Offer

• Leadership Role
• Fantastic work culture
• Work in a company with a solid track record of performance

The Job

Summary of Responsibilities :

As a Customer Service Supervisor, you will lead a team that serves as the first point of contact for customers regarding order management, product and service complaints, adverse events, and general inquiries.

You will oversee the intake, documentation, and distribution of customer needs, ensuring the team independently resolves moderately complex inquiries and investigates issues related to shipments, returns, credits, and orders.

Essential Duties and Responsibilities :

• Supervise and support a team of customer service representatives handling customer inquiries and complaints via phone, fax, email, or online.
• Ensure timely and accurate order entry for home patients and clinics.
• Monitor and maintain thorough documentation of all inquiries in accordance with company procedures.
• Oversee the redirection of complex or specialized concerns to the appropriate channels.
• Expedite customer orders as necessary, ensuring prompt resolution of issues related to product shipments, returns, credits, and orders.
• Ensure the team meets assigned targets related to order and call management.
• Oversee the processing and issuance of credits / returns.
• Guide the team in setting up new patients according to the outlined onboarding process and maintaining records.
• Foster strong relationships with cross-functional teams and clinics.
• Ensure the team maintains accurate patient prescriptions / records and attends all required Customer Care meetings / training.
• Enforce adherence to company procedures related to complaint management.

The Profile

Requirements :

Education / Experience :

• Required : High school diploma.
• Preferred : Bachelor's degree in life sciences, health sciences, or a related discipline.
• Required Experience : Minimum of 2 years in a customer service supervisory role.
• Preferred Experience : 5 years in customer service, preferably within the healthcare pharmaceutical industry, with a basic knowledge of broad supply chain activities.

Skills / Qualifications :

• Exceptional verbal and written communication skills.
• Strong leadership abilities and experience managing a customer service team.
• Ability to thrive in a fast-paced environment.
• Strong analytical and business problem-solving skills.
• Excellent organizational and interpersonal skills.
• Ability to lead conversations and guide team members effectively.
• Ability to interact professionally with all levels of professionals, including RNs, medical professionals, and patients.
• Strong multitasking skills and orientation towards metrics.
• Bilingual in Canadian French and English (written and verbal) to effectively liaise with stakeholders in the region.

Training Program :

• Duration : Five weeks of paid training starting in September.
• Format : Fully remote / work-from-home.

Internet and Hardware Requirements :

• Internet : Broadband connection with Ethernet-based LAN.
• Processor : 1.8GHz or higher (64-bit preferred).
• RAM : 8GB or higher.
• Storage : Minimum 10GB available.
• Resolution : 1920x1080 preferred.
• Headset : Wired USB headset.
• Operating System : Windows 10 or higher, Mac OSX 11 or higher.

If you are a dedicated and compassionate Customer Service Supervisor with experience in pharmaceutical packaging and are excited to lead a dynamic team, we encourage you to apply.

Training begins in September, and we look forward to welcoming you on board!

Benefits :

• Home-based working
• Project-based opportunities
• Long-term cooperation
• Learning opportunities in an international environment
• Career development
• Gamification program (which brings extra benefits)

The Employer

Our client is a Revolutionary Multilingual Cloud Contact Center and the International Marketplace of Premium Customer Support Projects for Remote Talents.

Our client is on the mission to reinvent professional Home-Based Working, build the Workplace of the Future, and make Outsourcing Uniquely Simple and Flexible like never before.