Customer Service Representative, Bilingual – French

Ottobock

Bilingual Customer Service Representative managing customer inquiries for Ottobock Healthcare. Handling orders, complaints, and providing best-in-class customer service in healthcare.

Posted 7/15/2026full-timeBurlington • 🇨🇦 CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service capabilities with expertise in conflict resolution, order processing, and effective communication in both French and English. Proficient in using SAP for order management and committed to maintaining high customer satisfaction metrics.

Highest-signal resume keywords

Customer Service ExperienceConflict Resolution SkillsSAP Database ProficiencyBilingual CommunicationTime Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Order ProcessingData Entry SkillsProduct KnowledgeCross-SellingCompliance with Health Canada

Soft Skills

Conflict ResolutionNegotiation SkillsAdaptabilityProfessionalismTact and Diplomacy

Tools & Technologies

MS OfficeSupply Chain Management System

Certifications & Qualifications

College Business Diploma

Industry Keywords

Customer OrdersEcommerce SupportNet Promoter ScoreCall Center EnvironmentHealthcare Providers

About the role

Key responsibilities & impact

Assist customers courteously through inbound telephone calls for the purpose of processing customer orders or providing information for two business units – Prosthetics and Orthotics, regardless of the callers demeanor.
Processes customer orders, requests, and inquiries with healthcare providers and patients via telephone, email, fax, mail in an efficient and professional manner.
Support ecommerce by providing site tours to customers and signing the up for individual accounts.
24 hour turnaround response time to customers
Department metrics – all telephone messages must be cleared at the end of every business day.
Department metrics- Maintain average call wait time for the customer of 20 seconds or less
Department metrics- Maintain or increase Net Promoter Score measured by customer call survey
Accurately inputs customer orders into SAP database system which confirms pricing, stock availability as well as preparing change of address records, and the issuance of discontinuance orders.
Responsible for handling customer complaints using listening and problem solving skills to determine needed resolution and complete forms in compliance with Health Canada.
Research and resolve customer issues acting as the liaison between appropriate departments when necessary.
Handles customer inquiries re: shipping or product difficulties.
Must be able to take ownership for calls/problems, regarding invoicing, back orders, credits, purchase orders or service rendered; referring complaints of service failures to designated departments for investigation.
Informs customers of product pricing.
Issues a Return Authorization Number for returned products along with any necessary follow-ups within the guidelines of the company.
Responds to questions and/or inquiries regarding products or technical information and refers customer to other departments for additional information, if necessary.
Cross-sells products to meet customer needs by having complete product knowledge and training on all Company's product lines.
Works in team-based environment in delivering signature customer service to Ottobock customers.
Files documents and other related paperwork as per department procedures.

Requirements

What you’ll need

College Business Diploma
Proven French and English language skills – written and verbal
Minimum of 3 years customer service experience in a call center/team environment
Excellent conflict resolution, negotiation, and objection handling skills
Able to multi-task – work on several orders simultaneously
Able to deal with people in a sensitive, tactful and diplomatic manner while being professional at all times.
Adaptable to change and committed to continuous learning.
Strong time management skills with the ability to follow established procedures and uphold company values.
PC Skills – MSOffice, Supply Chain Management System (SAP)
Keyboard and data entry skills
Able to maintain flexible hours

Benefits

Comp & perks

Full-time, permanent position (on-site).
Company sponsored benefits offered.