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 Sunday 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 pr