Bilingual Customer Care Specialist – Remote

About the role

Alphanumeric Systems Inc. is seeking a bilingual (English/French) Customer Care Specialist to support a leading global pharmaceutical company. Working remotely from Canada, you will handle high‑volume inbound communications, providing accurate and empathetic assistance to patients, healthcare professionals, and internal stakeholders.

Key responsibilities

• Respond to inbound calls, chats, and emails with professionalism and empathy.
• Provide general product information, answer FAQs, and guide users through website navigation.
• Identify and triage medical information inquiries to the appropriate department.
• Detect potential Adverse Events (AEs) and Product Quality Complaints (PQCs) for proper documentation and reporting.
• Maintain detailed case notes in the CRM system.
• Support temperature excursion inquiries and updates.
• Participate in rotational shifts and after‑hours coverage as needed.

Required profile

• Fluent verbal and written English and French.
• Minimum two years of experience in a pharma/biotech call‑center or related medical/commercial environment.
• Strong telephone etiquette and a passion for customer service.
• Legal right to work in Canada, preferably located in the Eastern Time Zone.

Required skills

• Salesforce
• Vonage

What we offer

• Full‑time permanent position.
• Remote work arrangement.
• Opportunity to support innovative pharmaceutical products across multiple therapeutic areas.