Bilingual Customer Service Representative

Company Overview:

Prollenium Medical Technologies Inc. is a fast-growing Canadian developer, manufacturer, and international distributor of premium hyaluronic acid (HA) dermal fillers and cosmetic products. We are proud to address all of our client's needs through streamlined innovation. Prollenium is able to ensure a continual flow of creation, unique ideas, and a steady pipeline of new and exciting products that provide safe and effective results. With regulatory approvals from the US FDA and Health Canada, Prollenium has sold over 5 million syringes from its Revanesse® product line across more than 80+ countries worldwide. Prollenium was the first manufacturer of hyaluronic acid dermal fillers in North America. Join our dedication to innovation. Prollenium provides competitive compensation, benefits, and development opportunities.

Job Summary:

The Bilingual Customer Service Representative is responsible for providing exceptional customer support in both English and French and acting as a key liaison between customers, Sales representatives, and internal departments. This role will manage customer inquiries, process orders, support account-related requests, resolve issues, and ensure customers receive timely and professional service throughout their experience with Prollenium. This role reports to the Customer Service Supervisor.

Major Responsibilities

Provide professional customer service and support to customers in both English and French, by phone and email. Process orders, payments, refunds, returns, and customer account updates accurately and efficiently. Respond to inquiries related to orders, products, accounts, billing, and other service-related matters. Set up new customer accounts and verify required information, including medical licences where applicable. Add customer records to the system and verify medical licences and all required information for reporting. Coordinate with Sales, Shipping, Logistics, Finance, QA/QC, and other internal teams to resolve customer and order-related issues. Support Sales representatives with account information, order inquiries, and reports. Record and escalate customer complaints and adverse events to the appropriate Quality team in accordance with company procedures. Maintain accurate and complete customer records within company systems. Develop a strong understanding of Prollenium's products and services to effectively support customers.

Qualifications & Experience

2–3 years of customer service experience, preferably in healthcare, medical device, pharmaceutical, aesthetics, or another regulated environment. Fluency in English and French is required, with strong verbal and written communication skills in both languages. High School Diploma required; College Diploma or post-secondary education preferred. Experience handling customer inquiries, order processing, accounts, billing, and payments. Proficiency with Microsoft Office; experience with CRM, ERP, or order management systems is preferred. Comfortable communicating professionally with healthcare professionals, including physicians and clinic staff. Strong communication, organization, problem-solving, and multitasking skills.

Key Competencies

Customer Focus: Provides professional, responsive, and solutions-oriented service. Communication: Communicates clearly and professionally in both English and French. Problem Solving: Identifies issues, evaluates options, and works toward timely solutions. Attention to Detail: Maintains accuracy when processing orders, payments, and customer information. Organization & Planning: Effectively manages multiple customer requests and priorities. Teamwork: Collaborates effectively with Sales and other internal departments. Adaptability: Comfortable working in a fast-paced environment and adjusting to changing priorities.

Shift Timings: 11am - 7pm (Monday to Friday)

The position is based in Richmond Hill and follows a hybrid work model, with 4 days in the office and 1 day working from home.

Note: We use AI-enabled tools to support certain aspects of our recruitment process.