Bilingual Customer Care Representative

The Opportunity

Providing outstanding customer care is a cornerstone of our business. As a Customer Care Representative, your role involves answering inbound phone calls, completing administrative tasks, data entry and providing our customers with excellent care in both the Medical and Recreational Markets. Some key components of the role are ensuring that customer registration moves forward smoothly and efficiently by helping customers through the process of obtaining their medical document and becoming a registered client; helping the customer select the product best suited to their needs; and generally making their client experience a pleasant and productive one.

Responsibilities

• Provide prompt, courteous, and clear answers to all inquiries
• Provide insight regarding Health Canada regulations and options for Medical/Recreational Markets
• Advice on our policies and procedures
• Answering incoming inquiries from clinics and physicians
• Provide information on our products and the medical options to be considered
• Providing high level strain consultations to physicians, clinics and customers
• Placing order and processing customer payments with high levels of accuracy
• Ensure clarity on the status of their orders
• Responding and answering to incoming/outgoing inquiries including phone, email or chat
• Coordinate the customer registration process between customers, Tweed, and external parties
• Provide prompt service and registration within a 10 minute timeframe for Priority Clinics
• Facilitating Health Care Practitioner Portal applications and submissions
• Providing prompt, accurate quality checks to customer files
• Provide administrative and general support to the Customer Care Team
• Ensure all requests for information are met efficiently and accurately
• Provide regular tracking and reporting to the team leader
• Maintaining logs and various administrative tasks
• Must be able to work a variable of shifts

Experience

• Bilingualism in English/French is required
• Strong Customer Service Experience (call centre preferred) with the ability to work in potentially highly stressful situations
• Excellent listening and communication skills
• Strong customer resolutions and retention skills
• Strong administrative skills
• Strong technology skills, including G-Suite, web-based systems, report preparation and multi-channel communication with the ability to learn/utilize new computers systems
• Sincere compassion and empathy for the needs of customers
• A strong sense of personal integrity and confidentiality
• Ability to define processes and contribute to the growth of the team
• Resolve problems by analyzing data and identifying problems
• Ability to work independently
• A medical background would be an asset
• Ability to work variable shifts