Customer Care Specialist - Health Care (Fixed-Term Contract) / Spécialiste du service à la clientèle – Soins de santé (contrat à durée déterminée)

About the role

The Customer Care Specialist is a key driver for fostering interest of Convatec products and services through dialogue with customers. As an integral member of the Customer Relationship team, you will strive to achieve and exceed objectives and goals by engaging consumers through the execution of inbound calls and outbound calls for leads and product sampling based on the identification of the customer’s needs.  In this role, you will engage customers in conversations that will help improve their quality of life.  You will provide solutions that will have a positive impact and will support Convatec’s best in class portfolio of products and lines of services. You will also be responsible for providing innovative ideas and sharing consumer insights with peers, managers and the marketing team.

Duties and Responsibilities

• Execute high volume of outbound and inbound calls to follow-up on consumer samples and other leads generated by specific campaigns

• Foster interest in Convatec products through dialogue with patients. Effectively identify customer needs and present information based on needs identified

• Plan and prioritize time and activities to maximize opportunities to achieve goals

• Meet and exceed monthly efficiency, activity and targets/goals

• Provide positive customer experience, life improving advice and solutions using structured approach, with goal of capturing sales

• Acquire and demonstrate high level of product knowledge and competitive product/market dynamics

• Provide campaign feedback and consumer insights to Marketing

• Effectively operate computer-based contact/database management program and accurately complete customer profile, relevant post call notes, sample activity, literature fulfillment requests, possible follow up steps, etc.

• Be active part of team development including receiving coaching and training with colleagues on a regular basis

• Convey a positive and professional phone image

• Ensure that all customer interactions are within compliance and follows established guidelines

About you:

You are passionate about helping people and improving their quality of life through meaningful customer interactions. You are skilled at building trust through empathy, active listening, and clear communication. You have a natural ability to uncover the root cause of a customer's question or concern, ask thoughtful probing questions, and identify the most appropriate solution. Whether supporting patients, caregivers, healthcare professionals, or consumers, you remain patient, compassionate, and focused on delivering an exceptional experience.

Qualifications/ Education

• Associate's or Bachelor's degree preferred.

• High School Diploma/GED required.

• 1+ years of customer service experience, call center experience, customer support, patient services, or related customer engagement activities.

• Mandatory: Bilingual in French and English.

• Preferred: Experience supporting customers, patients, consumers, caregivers, or healthcare professionals in a customer-facing environment preferred.

• Preferred: Previous experience in healthcare settings such as hospitals, clinics, medical offices, patient support services, healthcare contact centers, nursing assistance, medical administration, or similar environments is highly desirable.

• Experience working in a structured environment and efficiently managing inbound and outbound communications.

• Demonstrated ability to conduct structured conversations, assess customer needs, troubleshoot issues, and provide customer-focused solutions.

Knowledge and Skills

• Excellent verbal and written communication skills.

• Excellent phone etiquette and professional customer interaction skills.

• Passion for helping others and contributing to positive outcomes within the healthcare industry.

• High level of empathy, patience, professionalism, and emotional maturity.

• Strong ability to guide customers through processes and provide clear, concise, step-by-step support and recommendations.

• Strong listening, questioning, and problem-solving skills with the ability to identify customer needs and determine the best solution.

• Ability to investigate concerns, gather relevant information, and uncover the underlying reason for a customer's inquiry.

• Results-oriented with the ability to build rapport and establish trust through meaningful conversations.

• Ability to effectively manage multiple priorities while maintaining attention to detail and accuracy.

• Ability and willingness to precisely follow instructions, policies, procedures, and regulatory guidelines.

• Strong compassion and empathy for patients, caregivers, and ostomy consumers.

• Ability to work independently, exercise sound judgment, and troubleshoot effectively.

• Strong team player with excellent collaboration skills.

Our progress will give you countless opportunities to move forward too. Seek out new challenges, and you'll find them. Stretch your thinking, and you'll find new ways to make an impact. And if you embrace the opportunity to drive your own growth, you could go further, and achieve more, than ever before.
This is a big step forward.
This is work that'll move you.

À propos du poste

Le/la Spécialiste du service à la clientèle (Customer Care Specialist) joue un rôle essentiel dans la promotion des produits et services de Convatec en établissant un dialogue significatif avec les clients. En tant que membre clé de l’équipe de gestion de la relation client, vous contribuerez à l’atteinte et au dépassement des objectifs en interagissant avec les consommateurs grâce aux appels entrants et sortants, au suivi des pistes commerciales ainsi qu’aux programmes d’échantillonnage de produits, tout en identifiant leurs besoins.

Dans ce rôle, vous engagerez les clients dans des conversations qui contribueront à améliorer leur qualité de vie. Vous fournirez des solutions ayant un impact positif et soutiendrez le portefeuille de produits et services de classe mondiale de Convatec. Vous serez également responsable de proposer des idées innovantes et de partager les retours et observations des consommateurs avec vos collègues, vos gestionnaires ainsi qu’avec l’équipe Marketing.

Responsabilités principales

• Effectuer un volume élevé d’appels entrants et sortants afin d’assurer le suivi des échantillons distribués aux consommateurs et des pistes générées par diverses campagnes.

• Susciter l’intérêt pour les produits Convatec grâce à des échanges avec les patients. Identifier efficacement les besoins des clients et présenter les informations les plus pertinentes en fonction de ceux-ci.

• Planifier et prioriser son temps et ses activités afin de maximiser les opportunités d’atteindre les objectifs fixés.

• Atteindre et dépasser les objectifs mensuels de performance, d’activité et de productivité.

• Offrir une expérience client positive en fournissant des conseils et des solutions qui améliorent la qualité de vie, selon une approche structurée favorisant également l’atteinte des objectifs de vente.

• Développer et maintenir un haut niveau de connaissance des produits ainsi que du marché et de la concurrence.

• Fournir à l’équipe Marketing des commentaires sur les campagnes ainsi que des informations pertinentes provenant des consommateurs.

• Utiliser efficacement les systèmes informatisés de gestion des contacts et des bases de données, en veillant à documenter avec précision les profils clients, les notes post-appel, les activités liées aux échantillons, les demandes de documentation et les actions de suivi.

• Participer activement au développement de l’équipe, notamment par le biais de formations, de séances de coaching et de partage de connaissances avec les collègues.

• Projeter une image professionnelle et positive lors des interactions téléphoniques.

• Veiller à ce que toutes les interactions avec les clients soient conformes aux politiques, procédures et exige