Customer Service Representative Bilingual ENFR Allergan Aesthetics
Customer Service Representative Bilingual ENFR Allergan Aesthetics
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Job Description
The Bilingual (EN/FR) Customer Service Representative (CSR) will be responsible for providing high quality professional daytoday service to customers and Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing customer relationships. This position fulfills customer orders provides support for new accounts assists the Sales Team with requests as well as ensures adherence to customer service standards.
This role is based out of our Markham office and requires an inoffice presence of 3 days per week.
Key Responsibilities:
- Professionally handle incoming phone/email requests from customers/Sales Representatives to ensure that requests are resolved promptly and thoroughly.
- Maintain a positive empathetic and professional attitude towards customers and Sales Representatives at all times.
- Account/Order Management specialized dedicated service includes account verification along with accurately processing customer requests orders tracking issues management and first call resolution wherever possible.
- Promoting and registering our customers to our online ordering portal with an emphasis on utilization.
- Provide support for new customers and customers using our online ordering portal.
- Maintenance of various emailboxes ensuring orders and requests are actioned promptly.
- Complete followup calls emails and/or updates to customers sales representatives.
- CSR will receive document and resolve customer/sales/patient interactions complaints and triage to appropriate department if further support or guidance is required.
- Responsible for daily monitoring of various SAP reports including sales orders/transactions to ensure completion.
- Proactively identify opportunities for process improvement and presents them to leadership team.
- Successfully develop collaborate and maintain cross functional relationships with other teams to ensure task completion.
- Adhere to customer service standards call quality policies and procedures.
- Actively contribute to Abbvie Ways We Work.
- Other tasks as required including but not limited to cross training of various Customer Service roles.
Qualifications :
Education/ Experience Required:
- College Diploma/University Degree or Related PostSecondary Education.
- 13 years of related experience.
- Knowledge and experience with SAP ECC/S4 Hana Order to Cash or comparable order management systems.
- Contact Centre experience with high call and email volumes.
- Technical savviness and comfort navigating through multiple systems.
- Experience working in a teamoriented high team engagement and collaborative environment.
- Experience with various Microsoft 365 Applications (Word Excel Outlook Teams etc.)
- Experience working in a teamoriented high team engagement and collaborative environment is a must.
- Strong service orientation and experience in customer service or professional services environment.
- Experience in the pharmaceutical or medical aesthetics industry is a strong asset.
Competencies/Skills:
- Fluent in English and French both verbal and written.
- Ability to communicate professionally and effectively verbally and in writing.
- Attention to detail/order accuracy.
- Problem solving critical thinking and logical reasoning.
- Excellent organizational skills and ability to prioritize.
- Great pride in ensuring positive overall customer/patient experience.
- Sense of ownership and ability to deal with issues with a sense of urgency.
- Emotional intelligence good judgment composure under pressure.
- Takes personal responsibility for delivering on commitments and promises and closing off issues.
- Seeks feedback to improve and is open minded about being coached or mentored.
- Participating in various after work team activities and events.
Additional Information :
Why Allergan Aesthetics
We believe in the work that we do and together we create the products and technologies that drive the advancement of aesthetic medicine. Our principles are shaped to empower us to deliver on that promise:
Making your practice our purpose (YPOP)
Inclusive of all people
Putting science at the core
Creating whats next
Connecting to patients.
We show up every day energized by the chance to make a real difference in peoples lives. So every day is one that counts. Aligning your interests with our imperatives as a business you always have opportunities to step up and reach higher. So we foster an inclusive supportive environment where youre empowered to ask questions think big and build on each others best ideas.
Voted as a Great Place to Work consecutively and around the globe we pride ourselves in providing our employees with the flexibility to ensure a healthy worklife balance. We take our impact on the environment and society seriously so we focus on giving back regularly. We are committed to equity equality diversity and inclusion (EED&I) it is fundamental to who we are and it is just how we do good business. This includes valuing diverse perspectives creating an inclusive culture and treating all employees with dignity and respect.
AbbVie is an equal opportunity employer and is committed to operating with integrity driving innovation transforming lives serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race color religion national origin age sex (including pregnancy) physical or mental disability medical condition genetic information gender identity or expression sexual orientation marital status status as a protected veteran or any other legally protected group status.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
