Bilingual Customer Service Representative, Toronto

We are currently hiring a bilingual Customer Service Representativefor our client - a global scaled biopharmaceutical company. This role is a match for someone who is passionate about delivering exceptional service and building strong customer relationships. It is a 12-month contract with possibility for extension - based on performance and business needs working hybrid in the GTA. If you thrive in a fast-paced, collaborative environment and enjoy problem-solving, this role is for you!Responsibilities Handle incoming calls and emails professionally, ensuring timely resolutions for customers and Sales Representatives. Provide specialized account and order management, including verification, processing, tracking, and issue resolution. Maintain and monitor shared inboxes, ensuring prompt action on orders and customer requests.Support new customers and those using our online ordering portal. Proactively follow up with customers and Sales Representatives to ensure satisfaction. Document, track, and resolve customer interactions, escalating where necessary. Monitor daily sales orders/transactions to ensure smooth processing.Identify opportunities for process improvements and share ideas with leadership. Foster strong cross‑functional collaboration with internal teams. Ensure adherence to customer service standards, policies, and procedures. Requirements Fluency in English and French (both verbal and written). Post‑secondary education (College Diploma or University Degree preferred).Experience with SAP– ECC, Order to Cash, or comparable order management systems. Previous experience in a high‑volume contact center (handling calls and emails) is a must. Excellent communication, problem‑solving, and critical thinking skills. High attention to detail and ability to prioritize tasks effectively.Ability to work in a team‑oriented, high‑engagement environment. Strong sense of ownership, accountability, and urgency in issue resolution. Experience in the pharmaceutical or medical industry is an asset. Customer‑first mindset with a passion for delivering exceptional service. Ability to stay composed under pressure and handle issues with professionalism.

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