About the Company:
Labtician is a fully integrated commercialization company in the Canadian eyecare marketplace. Labtician’ s purpose is to “Advance the Visual Health of Patients”. We do this by specializing in manufacturing and commercializing medical devices, natural health products, pharmaceuticals, tissues, and supplies to ophthalmologists and optometrists to help manage, treat, and ease various eye conditions for patients.
We are a well-respected, innovative player in our field and offer a progressive respectful, work environment. Our corporate culture fosters innovation and customer collaboration.
Job Description:
The Bilingual Customer Service Representative (CSR) is the first point of contact for our clients, providing outstanding support and ensuring a seamless experience. This is a remote, work-from-home opportunity, working 20 hours a week in the Eastern Time Zone. The role is open to candidates located anywhere in Canada however candidates in Ontario and Quebec are preferred.
The CSR role handles primarily in-bound calls and orders in English or French from business/medical customers in the optometric or ophthalmic field.
Customer Support:
• Respond to customer inquiries via phone, email, and chat in a prompt and professional manner
• Provide product information, order status updates, and resolve delivery or billing issues
• Process orders and returns accurately in our system
• Collaborate with operations, sales, and technical support
• Maintain detailed and accurate records of customer interactions and transactions
• Handle sensitive information with discretion
• Maintain product and customer data and orders in our CRM and inventory systems
• Respond to customer inquiries or prospect responses to a marketing/social media outreach
• Build rapport with prospects/customers via phone or online
Qualifications:
• High school diploma or college certificate (post-secondary education is an asset)
• Minimum 2 years of customer service experience, preferably in a B2B environment
• Excellent communication and listening skills, in English and French (written and verbal)
• Strong problem-solving skills and a customer-first mindset
• Comfortable working independently in a remote environment
• Proficient in Microsoft Office and has worked with systems
• Demonstrates an excellent customer service track-record
• Must be legally eligible to work in Canada
• Fast learner to develop product and industry knowledge
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