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.