Customer Experience Representative – French/English

About the role

The Customer Experience Representative (CER) provides bilingual support to healthcare providers and consumers, handling inbound and outbound calls, chat, and email. The role focuses on delivering accurate pharmaceutical product information and ensuring first‑call resolution while adhering to regulatory standards.

Key responsibilities

• Manage customer interactions across phone, chat, and email, delivering world‑class service.
• Build rapport and maintain strong relationships with both internal and external customers.
• Provide accurate product and disease‑state information using approved scripts and FAQs.
• Communicate product messaging consistently as required by the client.
• Evaluate and appropriately escalate inquiries to external departments.
• Ensure compliance with industry regulations, including adverse event reporting and HIPAA.
• Record all interactions accurately in the CRM system and complete after‑call documentation within required timeframes.
• Complete mandatory training, share best practices, and contribute suggestions for process improvement.

Required profile

• C2‑level proficiency in both English and French (written and spoken).
• Bachelor’s degree (required).
• Medical background experience (e.g., medical education, clinical/pharmacy work, or medical call‑center experience) – preferred.
• Experience providing medical information and customer service to healthcare professionals – strongly preferred.
• Valid, active LPN, RN, or Pharmacy license – preferred.

Required skills

• Proficiency with a CRM system.