[Hiring] Customer Care Representative @Canopy Growth Corporation

Role Description

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
• Providing excellent care in both the Medical and Recreational Markets

Key components of the role include:

• Ensuring that customer registration moves forward smoothly and efficiently
• Helping customers through the process of obtaining their medical document and becoming a registered client
• Helping customers select the product best suited to their needs
• Making the 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 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
• 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 various administrative tasks
• Must be able to work a variable of shifts
• Other duties as assigned

Qualifications

• Strong Customer Service Experience (call centre preferred)
• 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
• 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
• All applications for this role are reviewed manually; no AI-based screening or ranking tools are used
• This post is for an existing vacancy