Customer Service Representative
$45 - $60 per hourNGI Glass
## Key Responsibilities
* Respond to inbound inquiries via phone, email, live chat, and case management systems in both English and (preferred) French.
* Provide accurate product information, order status updates, and resolution of billing or delivery issues within established service-level agreements.
* Support patients enrolled in Novartis Patient Support Programs, including reimbursement navigation, adherence follow-ups, and program enrollment.
* Document all interactions accurately in the CRM system (Salesforce / Veeva) in compliance with pharmacovigilance and privacy standards.
* Identify, capture, and escalate Adverse Event (AE) and Product Quality Complaint (PQC) reports according to regulatory requirements (Health Canada, PIPEDA).
* Collaborate with sales, medical affairs, market access, and supply chain teams to resolve complex customer needs.
* Contribute to continuous improvement initiatives, share customer insights, and support onboarding of new team members.
* Maintain up-to-date knowledge of Novartis' therapeutic areas, product portfolio, and industry regulations.
## Qualifications
**Required**
* Post-secondary diploma or degree (Life Sciences, Business, Health Administration, or related field preferred).
* 2+ years of customer service experience, ideally in pharmaceutical, healthcare, insurance, or regulated industries.
* Fluent English communication skills (verbal and written).
* Proficiency with CRM platforms (Salesforce, Veeva, or similar) and Microsoft Office 365.
* Strong problem-solving skills, empathy, and attention to detail.
* Ability to work in a fast-paced, compliance-driven environment.
**Preferred**
* Bilingual (English / French).
* Knowledge of Health Canada regulations, PIPEDA, and pharmacovigilance reporting.
* Experience with patient support programs or specialty pharmacy operations.
## Compensation and Benefits
* **Hourly rate:** CAD $45.00 – $60.00, commensurate with experience and location.
* **Annual performance bonus** tied to individual and company performance.
* **Comprehensive health coverage:** medical, dental, vision, and paramedical services from Day 1.
* **Retirement plan:** Defined Contribution Pension Plan with company matching.
* **Employee Share Ownership Plan (ESOP).**
* **Paid time off:** 4+ weeks vacation, personal days, and paid company holidays.
* **Parental leave top-up** for birthing and non-birthing parents.
* **Wellness programs:** mental health support (EAP), fitness reimbursement, and virtual healthcare.
* **Learning & development:** tuition reimbursement, LinkedIn Learning, and internal mobility programs.
* **Hybrid work model** and flexible scheduling.
* **Life, disability, and critical illness insurance** fully paid by the company.
## Work Environment
* Hybrid model — combination of remote work and in-office collaboration at the Montréal, Toronto (Dorval / Boucherville), or regional office, depending on candidate location.
* Standard business hours with occasional flexibility to cover extended service windows.
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