Bilingual Client Care Agent

The Client Care Agent (CCA) is responsible for managing client interactions via the Client Care Centre, providing excellent customer service, and ensuring smooth communication between clinics and clients. This remote role requires strong communication skills, problem-solving abilities, and experience in customer care, preferably in a veterinary setting.

Location: Remote

Salary: CAD 40k–50k

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication scripts to meet call volume, service level and booking targets.
• Identify client needs and ensure smooth client experience.
• Problem solve client concerns in a respective and helpful manner.
• Build relationships and engage clients by providing excellent customer service and ensuring all questions and confirmations are handled appropriately.
• Effectively communicate with all team members.
• Maintain patient confidentiality.
• Show respect, empathy, and kindness to all clients and colleagues.

Requirements

• High school diploma is required.
• Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required.
• Excellent verbal and written communication skills.
• Prior knowledge of medical terminology and good understanding of PMS, preferably VetUp.
• Ability to work effectively without supervision.
• Strong problem-solving capability and ability to manage time effectively.
• Ability to connect with people in a genuine, friendly and compassionate manner.

Additional Information

• Must be able to work remotely with access to a quiet space during working hours and reliable internet.