Bilingual Customer Service Representative

Job Description

We are seeking a highly motivated and service-driven
Bilingual Customer Service III
professional to join our team at our Markham office. This role is critical in delivering high-quality, professional customer support in both
English and French
to customers and Sales Representatives while supporting order management, account maintenance, and relationship building.

Our client operates within the medical aesthetics and pharmaceutical space and is committed to delivering exceptional customer experiences through collaboration, accountability, and operational excellence. This role supports a fast-paced, high-volume contact centre environment and requires strong communication skills, technical aptitude, and a proactive service mindset.

The successful candidate will thrive in a hybrid work model, manage a high volume of calls and emails, and take full ownership of customer issues from intake through resolution and follow-up.

Responsibilities:

• Professionally handle incoming phone and email inquiries in
  both English and French
  from customers and Sales Representatives, ensuring timely and accurate resolution
• Maintain a positive, empathetic, and professional demeanor in all customer and internal interactions
• Manage account and order activities, including account verification, order processing, tracking, issue management, and first-call resolution whenever possible
• Monitor and manage shared email inboxes to ensure customer orders and service requests are actioned promptly
• Provide onboarding and ongoing support to new customers and users of the online ordering portal
• Complete proactive follow-up calls, emails, and updates to customers and Sales Representatives as required
• Receive, document, and resolve customer, sales, and patient interactions or complaints, escalating to appropriate departments when necessary
• Monitor daily sales orders and transactions to ensure accuracy and completion
• Proactively identify opportunities to upsell or cross-sell products and services during customer interactions
• Identify opportunities for process improvement and present recommendations to leadership
• Develop and maintain strong cross-functional relationships to support timely issue resolution and task completion
• Adhere to customer service standards, call quality requirements, policies, and procedures
• Actively contribute to the Company's Ways We Work culture
• Perform additional duties as required

Qualities/Skills:

• Strong customer-first mindset with a commitment to delivering exceptional service experiences
• Professional, clear, and effective verbal and written communication skills in
  English and French
• Detail-oriented with a strong focus on order accuracy and documentation
• Highly organized with the ability to prioritize effectively in a high-volume environment
• Strong problem-solving skills with sound judgment and critical thinking
• Demonstrates ownership, urgency, and accountability in resolving issues
• Emotionally intelligent, adaptable, and able to remain composed under pressure
• Collaborative team player who thrives in a high-engagement, team-oriented environment
• Open to feedback, coaching, and continuous improvement
• Technically savvy and comfortable navigating multiple systems simultaneously

Requirements:

• Fluent in
  English and French
  (verbal and written) —
  mandatory
• College Diploma, University Degree, or related post-secondary education
• Experience in a customer service, contact centre, or professional services environment
• Proven experience handling high volumes of calls and emails
• Knowledge and experience with SAP (ECC, Order-to-Cash) or comparable order management systems
• Strong technical aptitude with experience using multiple browsers and tools (e.g., Outlook, Google-based systems)
• Experience in the pharmaceutical or medical aesthetics industry is a strong asset
• Demonstrated ability to work effectively in a collaborative, high-engagement team environment

What We Offer

Why apply through Brunel? Finding the next step in your career can be a full-time job. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with onboarding. 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.