Customer Service Liaison (Medical Support) with French, Canada

The Customer Service Liaison I, International supports customer and internal communications between Exact Sciences customers, the sales force, and commercial operations teams. As part of a world-leading organization in personalized medicine, this role acts as a first point of contact for external inquiries received via phone, email, or other communication channels, following established processes and guidelines. The Customer Service Liaison I supports day-to-day customer service activities by responding to a range of routine inquiries from a diverse customer base, including health care professionals, internal sales representatives, and other stakeholders

The impressions we create when we interact with those people who seek us out will play an important  role in establishing favorable perceptions of the company.  

Essential Duties

Include, but are not limited to, the following:

• Answer incoming calls to the customer service phone lines during business hours. Document all calls according to customer service policy and procedures.

• Assist and inform on product clinical requirements and sample accessioning processes within scope of expertise in accordance with official standard operating procedures (SOPs). 

• Support order fulfillment activities for customer orders across assigned markets, including assisting with the retrieval of specimens from submitting hospitals and coordinating with field sales to help ensure a timely and effective customer ordering experience.

• Demonstrate sound judgment by understanding when to address routine inquiries independently and when to escalate questions or issues to more senior team members in line with established guidelines.

• Maintain highest level of discretion when dealing with customer issues and apply data privacy principles (per GDPR) in carrying out daily work.

• Develop and maintain an understanding of international partners and account details relevant to day-to-day activities.                                                                                                                   

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.  

• Working in non standard working hours, including night shifts.

Minimum Qualifications

• High school diploma or Level 4 vocational qualification.

• Good listening and oral and written communication skills.

• Demonstrated proficiency in written and spoken English.

• Basic understanding of customer service principles and a willingness to support positive experiences for internal and external customers.

• Demonstrated ability to follow and maintain SOPs.

• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Preferred Qualifications

• Bachelor’s degree in modern languages or related field.

• 1 years of customer service experience in a medium or large-sized organization.

• Fluency in French (C1 or above per CEFR framework)

• Proficient in the use of Microsoft Suite, Salesforce, or other case management tools.  

• Experience in molecular biology, genomics, translational science, and/or personalized medicine. 

• Ability to review and work with technical information with guidance and training.

• Ability to work effectively both collaboratively and independently.

• Good attention to detail.

• Ability to work in a fast paced, time-sensitive environment.

• Good conflict resolution skills.

• Customer service orientation and willingness to prioritize needs of those seeking information.

• Solid interpersonal and organizational skills. 

• Professional and courteous telephone communication skills.