Bilingual Customer Service Representative

Introduction

We are currently hiring a bilingual Customer Service Representative for our client - a global scaled biopharmaceutical company. This role is a match for someone who is passionate about delivering exceptional service and building strong customer relationships. It is a 12-month contract with possibility for extension - based on performance and business needs working hybrid in the GTA. If you thrive in a fast-paced, collaborative environment and enjoy problem-solving, this role is for you!

Responsibilities

• Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives.
• Provide specialized account and order management, including verification, processing, tracking, and issue resolution.
• Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.
• Support new customers and those using our online ordering portal.
• Proactively follow up with customers and Sales Representatives to ensure satisfaction.
• Document, track, and resolve customer interactions, escalating where necessary.
• Monitor daily sales orders/transactions to ensure smooth processing.
• Identify opportunities for process improvements and share ideas with leadership.
• Foster strong cross-functional collaboration with internal teams.
• Ensure adherence to customer service standards, policies, and procedures.

Requirements

• Fluency in English and French (both verbal and written).
• Post-secondary education (College Diploma or University Degree preferred).
• Experience with SAP – ECC, Order to Cash, or comparable order management systems.
• Previous experience in a high-volume contact center (handling calls and emails) is a must.
• Strong technical skills and comfort navigating multiple systems and browsers.
• Excellent communication, problem-solving, and critical thinking skills.
• High attention to detail and ability to prioritize tasks effectively.
• Ability to work in a team-oriented, high-engagement environment
• Strong sense of ownership, accountability, and urgency in issue resolution.
• Experience in the pharmaceutical or medical industry is an asset.
• Customer-first mindset with a passion for delivering exceptional service.
• Ability to stay composed under pressure and handle issues with professionalism.

What We Offer

Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We’ll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.