Bilingual Customer Service Representative, Allergan Aesthetics at Abbvie

About the Role

We are looking for a Bilingual Customer Service Representative to join our team in Markham. This role requires an in-office presence of 3 fixed days per week: Tuesdays, Wednesdays, and Thursdays. The representative will provide high-quality, professional service to customers and Sales Representatives, focusing on building and nurturing customer relationships.

Key Responsibilities

• →Professionally handle incoming phone and email requests from customers and Sales Representatives to ensure prompt and thorough resolution
• →Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives
• →Manage account and order management, including account verification, processing customer requests, orders, tracking, issues management, and first call resolution
• →Address issues impacting customer experience immediately and provide updates and follow-ups as required
• →Assist with new hire onboarding, training, and support
• →Serve as a subject matter expert on multiple tasks
• →Provide coaching and training recommendations to Customer Service Representatives and team leadership
• →Manage low-level escalations
• →Attend and lead various calls and meetings in support of the Team or Sales
• →Provide high-level support for key strategic accounts and high-touch customers
• →Assist with developing team communications for new processes, procedures, and promotions
• →Provide order management support across various customer service roles
• →Deliver ad-hoc requests and reports to leadership as required
• →Maintain a high level of engagement and partnership with Sales Leads
• →Promote and register customers to our online ordering portal with an emphasis on utilization
• →Provide support for new customers and those using our online ordering portal
• →Maintain various emailboxes to ensure orders and requests are actioned promptly
• →Complete follow-up calls, emails, and updates to customers and sales representatives
• →Receive, document, and resolve customer, sales, and patient interactions, complaints, and triage to appropriate departments if further support or guidance is required
• →Monitor daily SAP reports, including sales orders and transactions, to ensure completion
• →Proactively identify opportunities for process improvement and present them to the leadership team
• →Develop, collaborate, and maintain cross-functional relationships with other teams to ensure task completion
• →Conduct outbound follow-up calls to customers as required
• →Adhere to customer service standards, call quality, policies, procedures, and audit requirements
• →Provide backup and support to meet audit requirements
• →Support various customer service initiatives with enthusiasm
• →Actively contribute to AbbVie Ways We Work
• →Perform other tasks as required, including cross-training of various Customer Service roles.