Bilingual Client Experience Specialist (Inbound & Outbound)

Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you!

This job is for a current vacancy.

Medcan Health Management is recruiting for an enthusiastic, well-spoken and client-focused individual to join our Client Experience Team. The Client Experience Specialist role is responsible for delivering an efficient, professional and knowledgeable customer experience for all clients, booking Medcan's Annual Health Assessment, in conjunction with our Membership offerings, while also promoting our 15+ in-house services.
 

This position is full-time and permanent. Shifts are scheduled based on the business requirements of Medcan and staffing needs, between Monday to Saturday with an 8.5-hour shift during the hours of 7:00am to 6:00pm. This is a fully remote position with occasional requirements to come on site for training and team meetings/events. Schedule may rotate based on business needs and availability.

What You'll Do:

• Provide exceptional client service, build strong client relationships, and serve as a brand ambassador, demonstrating flexibility and the ability to adapt to changing priorities.
• Leverage exceptional product knowledge, brand understanding, selling points and featured seasonal services/products
• Use excellent communication and multitasking skills to respond to customer inquiries in a timely manner, managing multiple inbound/outbound client support channels including phone, email, and cases
• Responsible for a book of business in which you will follow up with clientele to book appointments. Candidates must demonstrate strong verbal and written communication skills in both English and Mandarin and/or Cantonese when interacting with clients.
• Will primarily be responsible for inbound support, and outbound when required for business needs.
• Manage the scheduling and booking of appointments for existing and new clients, while recommending appropriate services to clients based on client health aspirations
• Increase sales via cross-selling, up-selling, add-on sales and promotional offers
• Quote and discuss fees and payment policies, and address inquiries regarding invoices, payments, and collections
• Undertake timely and organized client follow-ups via multiple client channels
• Coordinate with other department staff to ensure exceptional delivery of service
• Provide ongoing technical support for our online client portal.
• Participate in client satisfaction initiatives and proactively communicate customer feedback
• Assist with training and mentoring of new staff

What You'll Need:

• Bachelor’s degree or post-secondary diploma in business, health or a related discipline
• Minimum of 1-2 years of experience in a customer service position, contact centre and/or client loyalty
• The ability to navigate difficult conversations and interactions with professionalism
• A proven track record of being resourceful and finding solutions even when there is no clear path
• Persistent attitude, numbers-driven and self-motivated
• Proficiency in Microsoft Office suite required
• Proficiency in Salesforce is an asset
• Verbal and written Mandarin and/or Cantonese is a requirement of the role.

Position Pay Range

Pay range based on projected On-Target Earnings for year one of employment.

The compensation range provided in this posting reflects a projected estimate for the first year of employment and includes base salary plus anticipated variable commission earnings. Actual commission will vary based on individual performance, team targets, and business conditions. Over time, commission earnings may grow as the employee gains experience, builds client relationships, and achieves performance milestones. This projection is not a guarantee of future earnings and should be viewed as an illustrative example based on current compensation models.​

​Notice to Candidates: Recruitment Fraud 

Please note that Medcan will never request any form of payment from candidates at any stage of the recruitment or hiring process. In addition, Medcan does not utilize third-party immigration consultants or recruitment agents to conduct offers of employment on our behalf. Employment contracts are shared directly by members of the Medcan Talent Acquisition or Human Resources team using official Medcan email domains.

If you receive a request for payment or are contacted by an individual or organization claiming to represent Medcan that appears suspicious, please do not respond or share personal information. Instead, we encourage you to contact us directly at [email protected] to verify the legitimacy of the communication.

Diversity, Equity and Accessibility:

Medcan is dedicated to equity, diversity and inclusion. We strive to ensure all stakeholders have a fair opportunity to participate in our community. If contacted for an opportunity, please advise your Talent Acquisition contact should you require accommodation.

AI Use Disclosure – Opportunities at Medcan

Medcan uses artificial intelligence (AI) tools to support the screening and assessment of applicants for opportunities as part of a fair, transparent, and inclusive process. These tools assist our team but do not make final decisions. All decisions are reviewed and made by our teams to ensure fairness and alignment with Medcan’s values. If you have questions about how your application is assessed, please contact the Medcan Talent Acquisition team at [email protected].