Customer Care Nurse / Infirmière du service à la clientèle

Une version en français est disponible sous la description de poste en anglais

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

Our search for better is changing the lives of our customers. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We’re a business that never stands still. Join us as a Customer Care Nurse and you won’t either.

About the Role

The Customer Care Nurse contributes to the success of Convatec’s Customer Relations Center (CRC) Team by providing outstanding support to Convatec’s customers in Canada. Convatec’s customers include end users of Convatec products, healthcare professionals, distributors, and sales professionals. All customer interactions are over the phone or online in a virtual customer support environment.

Duties and Responsibilities:

• Be a front-line representative to our customers and potential customers through inbound and outbound calls.
• Identify the needs, analyze and take appropriate results-oriented actions to educate and resolve customer questions to ensure customer satisfaction.
• Identify appropriate product solutions and make product recommendations that will enhance the customer’s quality of life.
• Establish strong empathetic, caring relationships with external customers by answering medical and technical inquiries using clinical experience.
• Handle difficult customers and complaints with professionalism and superior ethical standards.
• Develop and maintain an in-depth knowledge of Convatec products, including features and benefits.
• Exhibit broad clinical expertise and judgment based on nursing and technical skills.
• Document reported complaints in accordance with Health Canada regulations and company policies and procedures, and follow-up as required to collect additional information.
• Demonstrate personal accountability with a focus on superior customer service.
• Promote continuous learning and share experiences within the team.
• Canada market focus though may get involved in some global market inquiries.
• Other responsibilities as assigned.

Education/Qualifications:

Required:

• Registered Nurse (R.N.) required.
• Bachelor’s degree in nursing required.
• Bilingual English - French required.

Experience:

• 2 or more years clinical experience working as a registered nurse in the Canadian health care system.
• Experience handling communications via the telephone and internet while maintaining a high level of efficiency, courtesy and professionalism.
• Ostomy and/or wound clinical experience preferred in either Acute Care or Home Health setting.
• Experience working as a nurse in a healthcare customer service role is preferred.
• Proficient in using and navigating multiple computer windows with excellent working knowledge of various applications is required.
• Working knowledge of common Microsoft software applications.
• Knowledge of other computer systems, including CRM applications, is desirable.

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.