Bilingual Customer Care Representative

The Company

At Canopy Growth, our mission is clear: improve lives, end cannabis prohibition, and strengthen communities. We believe that cannabis can be a force for good. We’re building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world. We will achieve this through an innovative and disruptive portfolio of cannabis and hemp-derived products.

Canopy Growth is the world's leading cannabis and hemp company. We recognize that employees are at the core of our success, and we take pride in a corporate culture that emphasizes inclusiveness, collaboration, and diversity.

Our employees come from a wide range of backgrounds, each bringing their own unique skills and talents to the table, working together to continue our incredible momentum of growth. If you are interested in building global challenger brands, scaling a business, and working in a values-driven environment, we want to hear from you!

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. Key components of the role include ensuring that customer registration moves forward smoothly by helping customers obtain their medical document and become registered clients; assisting customers in selecting the product best suited to their needs; and generally making their client experience pleasant and productive.

Responsibilities

• Provide prompt, courteous, and clear answers to all inquiries.
• Provide insight regarding Health Canada regulations and options for Medical/Recreational Markets.
• Advise on our policies and procedures.
• Answer incoming inquiries from clinics and physicians.
• Provide information on our products and the medical options to be considered.
• Provide high-level strain consultations to physicians, clinics, and customers.
• Place orders and process customer payments with high levels of accuracy.
• Ensure clarity on the status of orders.
• Respond to incoming/outgoing inquiries via 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.
• Facilitate Health Care Practitioner Portal applications and submissions.
• Provide 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.
• Maintain logs and perform various administrative tasks.
• Must be able to work a variable of shifts.

Experience

• Bilingualism in English/French is required.
• Strong customer service experience (call center preferred) with the ability to work in potentially highly stressful situations.
• Excellent listening and communication skills.
• Strong customer resolution 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 computer 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 issues.
• Ability to work independently.
• A medical background would be an asset.
• Ability to work variable shifts.

Other Details

This is a full-time role based remotely 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.