Bilingual Client Experience Specialist (Inbound & Outbound)

• Provide exceptional client service across inbound and outbound phone, email, and case-based communication channels, responding promptly and professionally to inquiries.
• Build strong, lasting client relationships while serving as a knowledgeable and engaging representative of the organization.
• Develop and maintain strong knowledge of products, services, seasonal offerings, key benefits, and relevant selling points to confidently support client needs.
• Manage an assigned book of business, proactively following up with clients and prospective clients to schedule appointments and maintain engagement.
• Schedule and coordinate appointments for new and existing clients while recommending appropriate services based on their individual health goals and needs.
• Increase revenue through thoughtful cross-selling, upselling, add-on sales, and promotional opportunities that provide genuine value to clients.
• Explain fees, payment policies, invoices, and collections clearly while addressing related questions and resolving issues where possible.
• Conduct timely and organized follow-ups across multiple communication channels to ensure requests, appointments, and client needs are properly addressed.
• Coordinate closely with internal departments to facilitate seamless service delivery and ensure clients are connected with the appropriate teams.
• Provide ongoing technical assistance and guidance for the online client portal.
• Gather and communicate client feedback, contributing to initiatives designed to improve satisfaction and the overall client journey.
• Adapt quickly to changing business priorities, service requirements, and staffing needs while maintaining a consistently high level of service.
• Support the onboarding, training, and mentoring of new team members by sharing knowledge, processes, and best practices.
• Communicate confidently and professionally with clients in English and Mandarin and/or Cantonese across both written and verbal channels.

Requirements

• Bachelor's degree or post-secondary diploma in business, health, customer experience, or a related discipline is preferred.
• 1–2+ years of experience in customer service, contact centre operations, client loyalty, hospitality, healthcare, or a related client-facing environment.
• Fluency in Mandarin and/or Cantonese, both verbally and in writing, is required.
• Excellent communication and interpersonal skills, with the ability to build rapport and make clients feel valued and supported.
• Demonstrated ability to navigate challenging, sensitive, or difficult conversations with professionalism, empathy, and composure.
• Proven resourcefulness and problem-solving ability, including the confidence to find effective solutions when there is no clearly defined path.
• Strong sales orientation with the ability to recognize opportunities for cross-selling, upselling, and recommending relevant services without compromising the client experience.
• Persistent, self-motivated, and results-oriented approach, with comfort working toward measurable business and client-service objectives.
• Highly organized with strong multitasking and time-management abilities, particularly when managing several client interactions and follow-ups simultaneously.
• Proficiency with Microsoft Office Suite is required.
• Experience with Salesforce or other CRM platforms is an asset.
• Comfortable learning and navigating digital platforms, case-management systems, and online client portals.
• Ability to work effectively in a remote environment while remaining responsive, dependable, and collaborative.
• Flexible approach to scheduling, with availability to work rotating shifts based on business requirements between Monday and Saturday, within operating hours of approximately 7:00 a.m. to 6:00 p.m.
• Willingness to occasionally attend on-site training, team meetings, or events in the Toronto area.

Benefits

• Full-time, permanent employment with a stable opportunity for long-term professional growth.
• Fully remote position with flexibility to work from home.
• Competitive compensation structure with projected first-year on-target earnings, including base salary and potential variable commission.
• Opportunity to increase earnings over time through individual performance, client relationship development, and achievement of performance milestones.
• Meaningful opportunity to work in a health and wellness environment focused on helping clients achieve healthier lives.
• Collaborative and supportive team environment where contributions are valued and client experience is a central priority.
• Opportunities to develop expertise in client experience, healthcare services, relationship management, and consultative sales.
• Ongoing opportunities to contribute ideas, improve processes, and take ownership of client experience initiatives.
• Training and mentoring opportunities, including the ability to support and develop new team members.
• Occasional in-person team events, meetings, and training opportunities in the Toronto area.