mylife Diabetes Care is a leading developer and manufacturer of injection and infusion systems for self-medication and a renowned diabetes specialist with 40 years of experience. mylife Diabetes Care offers a comprehensive portfolio of products and services for people living with diabetes. This allows users easy, discreet and reliable self-treatment. With mylife Diabetes Care, self-treatment becomes simpler and easier.
As the Customer Care Coordinator for mylife Diabetes Care, your primary responsibility will be to ensure seamless coordination between our customers (patients and healthcare professionals) and various internal teams, including Sales, Education, and Customer Care. This role is vital for providing an exceptional onboarding experience for our new patients and contributing to the achievement of our company’s overall goals. Additionally, you will support the Customer Care team in daily tasks, such as answering calls, processing orders, and more.
KEY RESPONSIBILITIES:
· Coordinate and support patient onboarding by ensuring understanding of the product, next steps, and available after-sales support services.
· Provide an exceptional customer experience through strong product knowledge, including use, benefits, and competitive positioning.
· Handle inbound and outbound customer communications (phone, email, tickets), ensuring timely, accurate, and professional responses.
· Support customer retention and long-term use of mylife Diabetes Care products.
· Process orders and manage billing activities, including orders, credits, returns, and expedited requests.
· Document customer interactions, onboarding activities, orders, and complaints accurately in CRM and internal systems.
· Identify and escalate customer concerns and complaints to appropriate internal teams as needed.
· Collaborate cross-functionally with Customer Care, Sales, Clinical, and Marketing to share insights and support continuous improvement.
· Comply with company policies and quality standards while supporting cross-functional initiatives and other assigned duties.
· Perform a broad range of sales and service-related duties and administrative tasks.
· Perform other duties as assigned.
3. SKILLS, KNOWLEDGE, AND BEHAVIOUR REQUIRED FOR THE ROLE
SKILLS
Effective communication: Ability to communicate clearly and empathetically with patients, healthcare professionals, and internal teams, ensuring all parties are well informed and supported throughout onboarding.
Organizational, prioritization, and attention to detail: Strong ability to manage multiple tasks, prioritize effectively, and maintain high accuracy when documenting customer interactions and orders in the CRM system. Sound judgment and decision-making skills are essential.
Problem-solving: Ability to quickly identify issues arising during customer interactions and provide effective solutions, ensuring a positive customer experience while meeting service objectives.
KNOWLEDGE
Product expertise: Strong knowledge of mylife Diabetes Care products, particularly the mylife YpsoPump, including features, benefits, and positioning versus competitor products. Experience in diabetes care or insulin pump therapy is an asset.
Customer care best practices: Understanding of customer care best practices, including managing inbound and outbound communications, setting expectations, and maintaining high customer satisfaction and retention. Ability to understand and respond to customer needs and concerns.
CRM and data management: Proficiency in using CRM systems to track interactions, manage activities, and maintain accurate customer data.
BEHAVIOUR
- Empathy and patience: Demonstrates empathy and patience when supporting customers, particularly those new to therapy or experiencing challenges, fostering trust and confidence. High integrity is essential.
- Proactive and energetic approach: Brings energy and initiative to customer interactions, proactively following up, anticipating needs, and providing support before issues escalate. Self-motivated and able to work autonomously in a professional manner.
- Team collaboration and independence: Works collaboratively with internal stakeholders while also performing effectively independently to ensure a seamless onboarding experience.
Job Types: Permanent, Fixed term contract
Contract length: 12 months
Benefits:
- On-site parking
- Paid time off
Application question(s):
- Are you capable to commute to Pointe-Claire as of July 2026?
Language:
- English and French (required)
Work Location: Hybrid remote in Pointe-Claire, QC H9R 5N3
