Bilingual Customer Service Specialist – Pharma (English/French), Remote Canada

About the role

Alphanumeric is seeking a bilingual (English/French) Customer Service Specialist to provide remote support for a leading global pharmaceutical company. The role involves handling high‑volume inquiries from patients, healthcare professionals and internal stakeholders about products for diabetes, obesity, rare diseases, cardiovascular and liver health.

Key responsibilities

• Answer inbound calls, chats and emails with empathy and professionalism.
• Provide general on‑label information and FAQ responses.
• Identify medical information requests and triage them to the appropriate department.
• Detect and document potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
• Maintain accurate case notes in the CRM system.
• Assist with temperature excursion inquiries and updates.
• Support contract liaison and represent the client’s face.
• Potentially cover rotational or after‑hours shifts.

Required profile

• Fluent verbal and written English and French.
• Minimum two years experience in pharma/biotech call centers or a medical/commercial setting.
• Strong telephone etiquette and customer‑service orientation.
• Ability to work in a fast‑paced, innovative environment.
• Legal right to work in Canada with a valid work permit, PR or SIN.

Required skills

• Salesforce
• Vonage
• Windows operating system
• Microsoft Office suite
• PC hardware (laptops, desktops, printers)
• Contact‑center telephony, email and chat tools
• Customer Relationship Management (CRM) systems

What we offer

• Full‑time permanent employment, remote within Canada (preferably Eastern Time Zone).
• Salary of CAD 45,000 gross per year.
• 40‑hour week, Monday‑Friday shifts from 9 AM to 8 PM EST.
• Medical, dental and life‑insurance benefits after probation.
• Two weeks paid vacation and four weeks of training/certification.
• All required equipment provided.