Client Solutions Specialist I (Billingual French)

Job Description

Job Description

Important Requirement: French–English bilingual proficiency is mandatory. Candidates must be comfortable communicating with customers in both languages daily.

Job Summary

We are seeking a customer-focused Bilingual Client Solutions Specialist I to support service and repair operations for medical devices. This role involves handling inbound and outbound calls, processing repair and return requests, providing service status updates, coordinating repair estimates and approvals, and maintaining accurate customer and service records.

The ideal candidate has experience in a customer call center, preferably within the medical device or healthcare industry, along with familiarity with ERP and complaint management systems. Strong communication skills, attention to detail, and the ability to resolve customer inquiries professionally are essential.

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and web-based inquiries in both French and English.
• Process return service authorizations for medical devices, including warranty and non-warranty repairs and preventive maintenance requests.
• Respond to customer inquiries regarding repair status, service estimates, warranties, and extended service agreements.
• Create and maintain repair orders using enterprise resource planning (ERP) systems.
• Assist with customer account initiation and reactivation.
• Verify customer, shipping, and billing information in the appropriate ERP systems.
• Handle confidential customer and billing information in accordance with established procedures.
• Contact customers when repair estimates require approval, provide pricing details, and document approval or denial decisions.
• Track customer responses and update relevant systems with accurate information.
• Follow up on unauthorized Return Material Authorizations (RMAs) and ensure the required authorization process is completed.
• Use knowledge bases and available resources to resolve customer issues efficiently.
• Maintain accurate documentation and meet established service department performance targets.
• Support customer satisfaction through timely responses, first-call resolution, and professional communication.
• Identify recurring customer issues and contribute ideas to improve processes and service quality.
• Collaborate with internal teams to ensure effective communication and timely resolution of customer concerns.

Required Qualifications

• Must be at least 18 years of age.
• High school diploma or equivalent.
• Fluency in French and English is required.
• Minimum of 1 year of experience in a customer call center environment, preferably involving medical devices or healthcare products.
• Minimum of 1 year of experience with complaint management systems.
• Experience using ERP systems, such as Oracle E-Business Suite (Oracle EBS).
• Strong verbal and written communication skills in both French and English.
• Excellent attention to detail and accuracy when handling customer and billing information.
• Ability to assess customer situations, identify needs, and determine appropriate solutions.
• Ability to manage multiple tasks and prioritize customer requests effectively.
• Proficiency with computers and standard business software applications.

Preferred Qualifications

• Experience supporting biomedical, medical device, or electromechanical products.
• Familiarity with medical device service and repair processes.
• Experience with warranty claims, preventive maintenance requests, and return authorization workflows.
• Knowledge of Microsoft Office applications, Microsoft Teams, and SharePoint.
• Experience working with customer service metrics, including first-call resolution and response-time targets.

Work Environment

• Professional office environment with standard office equipment.
• Primarily sedentary work involving telephone, computer, and web-based applications.
• Travel is typically less than 5% of the time.
• Requires daily communication with French- and English-speaking customers and internal teams.

How to Apply

Qualified bilingual candidates with customer service call center experience, ERP knowledge, and medical device or healthcare support experience are encouraged to apply.

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