Demo
Overview
Pillway Pharmacy is on the lookout for a Bilingual Customer Experience Specialist fluent in French and English to provide exemplary support and service to our diverse customer base. This role is vital for managing non-pharmacist-specific inquiries, including shipping issues, in-app problems, technical glitches, and payment questions. The ideal candidate will be an expert in navigating our CRM system to ensure customer tickets are actioned promptly and escalated according to our service SLAs. As part of our customer support team, you will also participate in support programs for marketing campaigns, offering detailed information and assistance on promoted services. This position requires close collaboration with the Pharmacy Experience Specialist team to resolve complex issues, providing a seamless and efficient customer experience.
Key Responsibilities:
Bilingual Support: Offer support and resolve inquiries for both French and English-speaking customers, maintaining high satisfaction levels across our diverse customer base.
CRM Management: Efficiently manage customer tickets within our CRM system, ensuring timely action and adherence to service SLAs for issue resolution.
Issue Escalation: Identify and escalate complex issues to the relevant teams or departments in a timely manner, ensuring swift resolution of customer concerns.
Campaign Support: Handle inbound calls related to marketing campaigns, providing information and assistance in both French and English to maximize customer engagement and satisfaction.
Technical and Payment Support: Troubleshoot technical issues with the app or website and assist with payment-related inquiries, ensuring a smooth and hassle-free customer experience.
Pharmacy Liaison: Collaborate with Pharmacy Experience Specialists for issues requiring pharmacy input, ensuring comprehensive support and resolution.
Qualifications:
Fluency in both French and English is essential.
Proven track record in customer service, with experience in tech support, healthcare, or similar fields preferred.
Strong familiarity with CRM systems and adept at managing and prioritizing tickets.
Excellent problem-solving skills, with the ability to address technical and payment-related inquiries efficiently.
Effective communication skills, capable of explaining complex issues clearly in both French and English.
High level of empathy, patience, and dedication to providing a positive customer experience.
Ability to work flexibly in a remote, in-office, or hybrid setting, adapting to the needs of the business and team.
Joining Pillway means becoming part of a pioneering team dedicated to revolutionizing digital pharmacy in Canada. Here's why you should consider us:
Fully Remote Work: Enjoy the flexibility and comfort of working from anywhere.
Competitive Benefits and Compensation: We offer market-aligned salaries, comprehensive health benefits, and the potential for participation in our Employee Stock Option Plan over time.
Flexible Work Environment: Our culture thrives on flexibility, allowing you to balance work and personal life seamlessly.
Inclusive and Dynamic Culture: Be part of a great workplace culture that values diversity, innovation, and teamwork.
Initial Screening: Shortlisted candidates will be contacted by our COO for the first interview.
Cross-Functional Team Interview: Engage with various team members across the organization to ensure a mutual fit.
Final Steps: The ideal candidate will be selected after a comprehensive review. We are an equal opportunity employer and will reach out to those who best fit the qualifications for this role.
Join us at Pillway for a chance to shape the future of digital healthcare, where your work impacts lives daily, and innovation meets inclusivity.