Bilingual Customer Service Administrator (Home Based: Canada)

Job Title

Job Description

As a Bilingual Customer Service Administrator, you’ll provide customer support, maintain relationships with internal and external customers, and process customer parts orders.

Your role:

• The main responsibilities for this position are as a Contact Centre Agent and Parts Order Desk Administrator during business hours. After-hours, weekend, and statutory holiday support in Reactive Planner and Quotation Administrator roles are also required.
• Responding to inbound calls from healthcare professionals requiring remote technical support or onsite service for Philips Healthcare products. Receiving, analyzing, and documenting customer requests; tracking captured data to identify patterns for improved customer service.
• Ordering parts for customers – regularly monitoring and processing orders and requests from the Parts Order Desk queue.
• Scheduling and dispatching Field Service Engineers for onsite service support after-hours using ServiceMax.
• Preparing and sending billable quotes and awaiting purchase orders from customers. Reviewing reports in SalesForce to ensure after-hours work orders are planned and dispatched.
• Shift time: 7AM-3PM, with 2 rotating days off per week. Must have the ability to work flexible hours, as needed based on business needs.

You're the right fit if:

• You’ve acquired 2+ years of experience in customer service/contact centre support, parts ordering, and/or other related fields.
• Bilingual French and English skills, both written and verbal, are required.
• You have a high school diploma or equivalent combination of education and experience. Bachelor’s degree is preferred.
• Your skills include:
  • Experience with Microsoft applications (Word, Excel, PowerPoint, Teams, Outlook).
  • Experience in ServiceMax, Salesforce, SAP, or other CRM preferred.
  • Ability to demonstrate analytical and problem-solving skills.
  • Ability to demonstrate attention to detail, organization, and time management capabilities.
  • Ability to support in a fast-paced environment, multi-tasking to meet deadlines.
  • Ability to be agile and flexible with a proactive desire to provide elevated support.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. Ability to:
  • Work in an office/home office and/or remote setting.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

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