Customer Service Liaison (Medical Support) with French, Canada

Include, but are not limited to, the following:

• Answer incoming calls to the customer service phone lines during business hours. Document all calls according to customer service policy and procedures.

• Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs). 

• Support order fulfillment activities for customer orders across assigned markets, including assisting with the retrieval of specimens from submitting hospitals and coordinating with field sales to help ensure a timely and effective customer ordering experience.

• Demonstrate sound judgment by understanding when to address routine inquiries independently and when to escalate questions or issues to more senior team members in line with established guidelines.

• Maintain highest level of discretion when dealing with customer issues and apply data privacy principles (per GDPR) in carrying out daily work.

• Develop and maintain an understanding of international partners and account details relevant to day-to-day activities.                                                                                                                   

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.  

• Working in non standard working hours, including night shifts.

• High school diploma or Level 4 vocational qualification.

• Good listening and oral and written communication skills.

• Demonstrated proficiency in written and spoken English.

• Basic understanding of customer service principles and a willingness to support positive experiences for internal and external customers.

• Demonstrated ability to follow and maintain SOPs.

• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

• Bachelor’s degree in modern languages or related field.

• 1 years of customer service experience in a medium or large-sized organization.

• Fluency in French (C1 or above per CEFR framework)

• Proficient in the use of Microsoft Suite, Salesforce, or other case management tools.  

• Experience in molecular biology, genomics, translational science, and/or personalized medicine. 

• Ability to review and work with technical information with guidance and training.

• Ability to work effectively both collaboratively and independently.

• Good attention to detail.

• Ability to work in a fast paced, time-sensitive environment.

• Good conflict resolution skills.

• Customer service orientation and willingness to prioritize needs of those seeking information.

• Solid interpersonal and organizational skills. 

• Professional and courteous telephone communication skills.

In specific locations, the pay range may vary from the range posted.