Customer Care Representative (Bilingual)

The Company

We are a leading global company committed to bettering lives through cannabis.

At Canopy Growth, quality, consistency and trust guide everything we grow, make and deliver. From cultivation to consumer, we take a long-term view, with the ambition to help set the standard for the industry.

We're looking for principled, driven people who want to do meaningful work and help shape what comes next. We invest in our people, support their growth and value the different backgrounds, experiences and perspectives they bring.

We believe the best of this industry is still ahead - and we intend to lead it there. Come join us.

The Opportunity

Providing outstanding customer care is a cornerstone of our business. As a Customer Care Representative your role involves answering inbound phone calls, completing administrative tasks, data entry and providing our customers with excellent care in both the Medical and Recreational Markets. Some key components of the role are ensuring that customer registration moves forward smoothly and efficiently by helping customers through the process of obtaining their medical document and becoming a registered client; helping the customer select the product best suited to their needs; and generally making their client experience a pleasant and productive one.

Responsibilities

Provide prompt, courteous, and clear answers to all inquiries

Provide insight regarding Health Canada regulations and options for Medical/Recreational Markets

Advice on our policies and procedures

Answering incoming inquiries from clinics and physicians

Provide information on our products and the medical options to be considered

Providing high level strain consultations to physicians, clinics and customers

Placing order and, processing customer payments with high levels of accuracy

Ensure clarity on the status of their orders

Responding and answering to incoming/outgoing inquiries including phone, email or chat

Coordinate the customer registration process between customers, Tweed, and external parties

Provide prompt service and registration within a 10 minute timeframe for Priority Clinics

Facilitating Health Care Practitioner Portal applications and submissions

Providing prompt, accurate quality checks to customer files

Provide administrative and general support to the Customer Care Team

Ensure all requests for information are met efficiently and accurately

Provide regular tracking and reporting to the team leader

Maintaining logs and various administrative tasks

Must be able to work a variable of shifts

Other Duties as assigned

Experience

Strong Customer Service Experience (call centre preferred) with the ability to work in potentially highly stressful situations

Excellent listening and communication skills

Strong customer resolutions and retention skills

Strong administrative skills

Strong technology skills, including G-Suite, web-based systems, report preparation and multi-channel communication with the ability to learn/utilize new computers systems

Sincere compassion and empathy for the needs of customers

A strong sense of personal integrity and confidentiality

Ability to define processes and contribute to the growth of the team

Resolve problems by analyzing data and identifying problems

Ability to work independently

A medical background would be an asset

Ability to work variable shifts

Bilingualism is mandatory

Other Details

This is a full-time remote role based in Canada

We appreciate your interest, and promise to review all applications, but we will only be contacting those who best fit the requirements.

We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation, please notify your Talent Acquisition Partner. Please note, the chosen applicant will be required to successfully complete background and reference checks.

Recruitment Process: All applications for this role are reviewed manually; no AI-based screening or ranking tools are used.

This post is for an existing vacancy.

Originally posted on Himalayas