Bilingual Customer Service Representative

About Us TalentWorldGroup Plc. is a revolutionary multilingual contact center committed to building the workplace of the future. We offer a dynamic, fully remote work environment for top-tier professionals around the globe. As a people-first company, we are driven by innovation, inclusivity, and a passion for exceptional service. We are currently seeking bilingual professionals based in Canada, fluent in Canadian French and English, to join our remote team in a Patient Care Logistics support role for a premium client in the pharmaceutical and healthcare logistics sector. Role Overview In this remote position, you will serve as the first point of contact for patients, clinics, and medical professionals. You will handle inquiries, coordinate medical deliveries, manage orders, and support logistical aspects related to home-based pharmaceutical services. Strong comprehension of medical terminology, attention to detail, and the ability to process dense information are essential for success in this role. Key Responsibilities Order Management & Inquiries Act as the first point of contact via phone, fax, email, or online for customer inquiries and service/product complaints. Manage order entry for home patients and clinics. Accurately document all interactions following internal procedures. Redirect complex issues to appropriate teams (e.g., medical inquiries or technical support). Expedite urgent customer orders. Investigate and resolve issues related to shipments, returns, credits, and orders. Provide guidance and support to new team members as needed. Business Support Process and issue credits and returns. Set up new patients and maintain accurate records throughout the onboarding process. Review and manage departmental reports and patient travel logistics. Recover medical hardware from patients who exit the program. Maintain and update patient prescription records. Participate in team meetings and required training sessions. Complete assigned courses through the company's training platform. Complaint Resolution Resolve moderately complex customer complaints using sound judgment and documented procedures. Adhere strictly to company guidelines on complaint handling and documentation. Qualifications Required Fluency in Canadian French and English (spoken and written). Agree to Freelance Cooperation Agreement. High school diploma. Minimum 4 to 6 years of customer service or supply chain experience. Excellent verbal and written communication skills. Strong multitasking and organizational abilities. Proven ability to lead conversations, ask the right questions, and interact with various medical professionals (including RNs and clinicians). Experience handling sensitive and detailed information. Comfort with metrics-based performance environments. Preferred Bachelors degree in Life Sciences, Health Sciences, or a related field. Prior experience in medical logistics, medical records, billing, home health, or clinical support. Proficiency in medical or pharmaceutical terminology and supply chain workflows. Work Schedule Training Period Duration: 5 weeks Schedule: Monday to Friday, 9:00 AM 5:00 PM EST Fully remote and paid training Production Hours Operating Hours: 8:00 AM 6:00 PM EST, Monday to Friday Minimum: 30 hours/week Up to: 40 hours/week depending on project needs Technical Requirements Wired broadband internet connection with high internet speed (200+ Mbps Download and 100+ Mbps Upload minimum) Computer with: CPU (AMD/ARM 64bit): Intel Core i5 12th Gen or better AMD Ryzen 5 4xxx or better Mac Silicon M1/2/3/4 or better Minimum 1.8GHz 16GB RAM or higher Minimum 256GB to 512GB storage Screen resolution: 1920x1080 preferred Wired USB headset or good quality BT or Jack headset Maximum age of the computer: 5 years. Compensation & Benefits Hourly rate during training: $17 USD/hour Hourly rate post-training: $19 USD/hour Fully remote, home-based work environment Long-term project-based opportunities Career growth and development potential Long-term cooperation agreement Gamification program (make more money, get holiday paid hours). If you have the expertise, empathy, and commitment to support patients in a fast-paced, impactful role, we welcome your application. Join us as we continue to redefine what remote healthcare support can look like.

You will serve as the first point of contact for patients, clinics, and medical professionals, handling inquiries and coordinating medical deliveries. Additionally, you will manage orders and support logistical aspects related to home-based pharmaceutical services.

Fluency in Canadian French and English is required, along with a high school diploma and 4 to 6 years of customer service experience. Preferred qualifications include a bachelor's degree in Life Sciences or related fields and experience in medical logistics.

• Fully Remote • Home-Based Work Environment • Long-Term Project-Based Opportunities • Career Growth and Development Potential • Gamification Program

Identified from the job description. Confirm important requirements above.

• Bilingual Communication
• Customer Service
• Order Management
• Medical Terminology
• Logistics Coordination
• Complaint Resolution
• Attention to Detail
• Multitasking
• Organizational Skills
• Problem Solving
• Team Collaboration
• Technical Support
• Record Keeping
• Patient Care
• Time Management
• Empathy

Minimum education

Bachelor’s degree

Minimum experience

5+ years