Bilingual Customer Service Representative

About the role

Medline Canada is looking for a Bilingual Customer Service Representative to help ensure positive customer experiences and maintain strong client relationships. The role reports to the Customer Service Manager and/or Supervisor/Team Lead and calls for strong communication, problem-solving and customer satisfaction skills. It is based remotely in Ontario, with a Monday to Friday schedule.

Key responsibilities

• Engage customers by phone, email, chat or in person, understanding their needs and keeping them fully informed
• Resolve inquiries, concerns and complaints, aiming for first-contact resolution and escalating complex issues when needed
• Maintain accurate knowledge of products, services, policies and procedures, including privacy and data security compliance
• Analyze customer issues and propose solutions within company policy
• Document interactions accurately in the company's database and contact center platforms
• Relay customer feedback to relevant departments and collaborate with other departments on orders, product flow and shipping issues

Required profile

• High school diploma or equivalent
• At least 2 years of customer service experience; bilingual contact center experience is a strong asset
• Advanced language skills in both French and English, with English required for the role
• Ability to work under pressure in a fast-paced medical environment
• Self-motivated, able to prioritize and work independently or in a team

Required skills

• Exceptional phone contact handling and active listening
• Strong verbal and written communication
• Proficiency in Microsoft Word and other Office applications, including CRM systems (SAP experience is a strong asset)

What we offer

• Salary range of $50,200 to $75,400 per year
• Competitive benefits including LTD and insurance, and a DPSP match program
• Paid vacation and personal days, annual appreciation week and employee referral program
• Home office reimbursement, fitness subsidy, education support and career growth programs
• Training period Monday to Friday, 8:30 AM to 5:00 PM (EST); regular shifts Monday to Friday, 10:00 AM to 6:30 PM (EST), starting January 19, 2026