Bilingual Customer Service Administrator (Mississauga Based: Afternoon Shift)

JOB DESCRIPTION

Titre du poste

Description de poste

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.

You're the right fit if:

• You’ve acquired 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.

• You have a high school diploma or equivalent combination of education and experience.  Bachelor’s degree is preferred.

• Your skills include:

  • Experience with Microsoft applications (Word, Excel, PowerPoint, Teams, Outlook).

  • Experience in ServiceMax, Salesforce, SAP, or other CRM preferred.

  • 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.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position .  Ability to:

  • Work in an office/home office and/or remote setting.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a office-based role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business .

• Discover our rich and exciting history.

• Learn more about our purpose.

• Learn more about our culture.

Pay Transparency Details

The annual pay range for this position is $41,000.00 to $64,000.00, plus overtime eligible.

This role also includes an annual incentive program, training, and advancement opportunities. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. ​

​

In addition, other compensation, such as an annual incentive plan, field service incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, DC Pension, Flex Dollars (for HSA/PSA/RRSP), stock purchase plan, education reimbursement and much more. Details about our Canada benefits can be found  here . ​

​

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.  

Additional Information

Canadian work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

For this position, you must reside in or within commuting distance to Mississauga, ON, Canada

Philips Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.