Bilingual Customer Response Centre Representative (12-month contract)

Canada - Remote

Introduction

We are hiring a Bilingual Customer Response Centre Representative to support one of our client’s quick-paced, high-volume Customer Response Centre operations across Canada. This role is responsible for responding to customer inquiries by phone and in writing, supporting patients, healthcare professionals, pharmacies, and internal business partners with timely, accurate, and professional service. The successful candidate must be fluent in English and French and have previous call centre experience, with the ability to manage a high volume of inquiries while following established processes, documentation standards, and compliance requirements.

Responsibilities

- Respond to inbound telephone and written inquiries in both English and French in a professional, customer-focused manner
- Support customers across Canada, including patients, healthcare professionals, pharmacies, and internal stakeholders
- Answer customer calls and written inquiries related to medicines and medical devices, providing accurate information within approved guidance and established procedures
- Troubleshoot medical device questions and issues by gathering relevant information, asking appropriate probing questions, and guiding customers through approved troubleshooting steps
- Accurately document customer interactions, inquiries, follow-ups, and outcomes in required systems and trackers
- Identify and escalate complex medical device issues, product quality issues, adverse events, and product complaints according to established procedures
- Liaise with cross-functional teams to obtain product, service, supply, and process updates
- Maintain strong call handling, active listening, problem-solving,



and de-escalation skills in a fast-paced, high-volume remote call centre environment
- Meet service level expectations, schedule adherence, and teamwork responsibilities

Requirements

- University Degree or applicable college diploma
- Minimum 2 years of call centre experience, preferably in healthcare, pharmaceutical, patient support, or customer service environments
- Fully bilingual in English and French, with strong written and verbal communication skills in both languages; French language proficiency will be assessed as part of the recruitment process
- Strong customer service mindset, sound judgment, and ability to communicate clearly with different customer groups
- Ability to multitask, adapt quickly, and manage competing priorities in a fast-paced contact centre setting
- Experience using call centre technology, case management systems, CRM tools, and Microsoft Office applications
- Demonstrated attention to detail and ability to follow procedures, scripts, quality expectations, and compliance requirements
- Deliver on specific schedule requirements and teamwork responsibilities
- Must be comfortable working fully remotely while following a 8:30 – 5:00 PM EST, or 12:00 – 8:00 PM EST work schedule, Monday through Friday

What We Offer Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We’ll get you going while you get on with the job.

About Us

Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.

📌 Bilingual Customer Response Centre Representative (Canada)
🏢 Brunel
📍 Canada