Customer Service Specialist

Responsibilities

• Respond to customer inquiries via phone, email, chat, and ticketing systems
• Troubleshoot product and service issues with clarity and efficiency
• Collaborate with technical teams to escalate and resolve complex problems
• Maintain accurate records of customer interactions and feedback
• Validate product information, pricing, and terms for accuracy
• Process orders within the ERP system
• Identify opportunities to improve customer satisfaction and loyalty
• Contribute to knowledge base articles and support documentation
• Maintain high standards for Order Entry and Accuracy KPIs

Requirements

• Undergraduate degree in health sciences or a related field
• Minimum 2 years of experience in a customer service role
• Experience with CRM systems and ability to adapt to new software
• Strong interpersonal, written, and verbal communication skills
• Ability to multitask and manage time effectively in a fast-paced environment
• Demonstrated commitment to client-centered service with an empathetic approach

Preferred Qualifications

• Experience working within a SaaS environment
• Bilingualism (English/French)

About the Company

Traferox creates, manufactures, and commercializes products used to transplant solid organs such as lungs, hearts, livers, kidneys, and pancreases. Utilizing technologies invented by transplant surgeons at the University Health Network (UHN), Traferox is committed to improving organ transplant outcomes and saving patients' lives.