Job Description

Bilingual (French/English) Customer Service Representative

Premier NX provides customer experience solutions for leading brands in the pharmaceutical, healthcare, food, consumer packaged goods, and beauty care industries. We are looking for a bilingual Customer Service Representative to support consumers with professionalism, accuracy, and care.

In this remote role, you will respond to consumer inquiries by phone, text, chat, and written communication while meeting client service levels and compliance standards.

Summary

The Customer Service Representative handles complex consumer inquiries, provides product information and support, troubleshoots issues, and ensures all cases are documented accurately for follow-up when needed.

Hours and Work Environment:

Support is provided Monday through Friday. This is a remote, high-volume contact center role with company-supplied equipment. Representatives are assigned a regular shift and must work the full scheduled shift; this is not a flexible-schedule position.

Key Responsibilities

• Answer incoming calls, texts, chats, and written inquiries.
• Troubleshoot consumer product issues and provide accurate product information and recommendations.
• Handle quality complaints, adverse events, and claims according to Standard Operating Procedures.
• Maintain current knowledge of company products, services, and promotions.
• Bilingual fluency in English and French, both written and spoken.
• Previous customer service, contact center, or consumer support experience preferred.
• Strong communication, listening, and problem-solving skills.
• Ability to show empathy, patience, and professionalism in every interaction.
• Comfortable using multiple systems and communication channels, including phone, chat, text, email, and CRM tools.
• Strong attention to detail with the ability to document cases accurately and completely
• Accurately and promptly log all customer and contact information in CRM tools while following compliance standards.

KEY REQUIREMENTS:

• Demonstrate empathy, patience, sensitivity, and excellent service with every consumer interaction.
• Maintain a private workspace and meet telecommuting requirements, including minimum internet service of 100 Mbps download speed.
• Work accurately across multiple systems and communication channels while documenting complete case notes.
• Meet Quality Assurance expectations for service, product knowledge, case coding, and compliance.
• Participate in remote training, including independent reading, systems training, SOPs, and product training.
• Must have work authorization in Canada.