Orgenesis is seeking a professional, empathetic, and service-oriented Customer Care Representative to provide exceptional support to customers, healthcare partners, research collaborators, and stakeholders across its global POCare™ platform. This role is responsible for addressing customer inquiries, resolving issues, providing product and service information, and ensuring a positive customer experience throughout the customer journey.

The Customer Care Representative serves as a key point of contact between customers and the organization, helping to strengthen relationships, improve customer satisfaction, and support Orgenesis’ mission of advancing cell and gene therapy solutions. The ideal candidate possesses excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer service.

Essential Responsibilities

Customer Support & Service

• Serve as the primary point of contact for customer inquiries via phone, email, live chat, and support platforms.
• Provide accurate information regarding products, services, programs, and company policies.
• Respond to customer requests promptly and professionally.
• Deliver exceptional customer service experiences while maintaining professionalism and empathy.
• Ensure all customer interactions align with company service standards.

Issue Resolution & Case Management

• Investigate and resolve customer concerns, complaints, and service issues.
• Document and track customer interactions using CRM and ticketing systems.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure issues are fully resolved.
• Maintain ownership of cases through completion.

Customer Account Support

• Assist customers with account setup, updates, and maintenance.
• Verify customer information and update records as needed.
• Support onboarding activities and service enrollment processes.
• Maintain accurate customer account documentation.
• Ensure customer records remain current and compliant.

Customer Education & Guidance

• Educate customers on available services, programs, and resources.
• Provide guidance on navigating company systems and support channels.
• Assist customers in understanding service procedures and requirements.
• Share educational materials and informational resources as appropriate.
• Promote customer self-service options when applicable.

Communication & Relationship Building

• Build positive relationships with customers and stakeholders.
• Communicate effectively with customers from diverse backgrounds.
• Demonstrate active listening and empathy during all interactions.
• Maintain professionalism while managing challenging situations.
• Support customer retention and satisfaction initiatives.

Documentation & Reporting

• Record customer interactions accurately within CRM systems.
• Maintain detailed notes regarding inquiries, issues, and resolutions.
• Generate customer service reports and activity summaries.
• Track customer feedback and identify service improvement opportunities.
• Assist with departmental reporting and performance metrics.

Cross-Functional Collaboration

• Collaborate with Customer Success, Operations, Clinical Operations, Research, Finance, Information Technology, and Compliance teams.
• Coordinate customer issue resolution across departments.
• Share customer feedback to support continuous improvement efforts.
• Participate in customer service training and development programs.
• Support implementation of customer experience initiatives.

Compliance & Confidentiality

• Maintain confidentiality of customer, patient, research, and company information.
• Follow company policies, privacy requirements, and security procedures.
• Adhere to applicable healthcare and data protection regulations.
• Ensure accurate handling of sensitive information.
• Report compliance concerns promptly.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate’s Degree in Business Administration, Communications, Customer Service, Healthcare Administration, or related field preferred.

Experience

• 1–3 years of experience in customer service, customer care, call center, client services, patient support, or related roles.
• Experience in healthcare, biotechnology, pharmaceutical, life sciences, or regulated industries preferred.
• Experience working with CRM and customer support systems is highly desirable.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with CRM platforms such as Salesforce, HubSpot, Zendesk, or similar systems.
• Familiarity with customer service ticketing software.
• Strong computer and data entry skills.
• Ability to learn new systems and technologies quickly.

Preferred Qualifications

• Bachelor’s Degree in a related field.
• Experience supporting healthcare or life sciences customers.
• Knowledge of customer experience and customer success principles.
• Experience in remote customer support environments.
• Multilingual communication skills are a plus.

Core Competencies

• Customer Service Excellence
• Communication Skills
• Active Listening
• Empathy & Relationship Building
• Problem Solving
• Conflict Resolution
• Time Management
• Organization
• Attention to Detail
• Team Collaboration
• Adaptability
• Accountability

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Average Response Time
• Average Resolution Time
• Customer Retention Support Metrics
• Case Closure Rate
• Service Quality Scores
• CRM Documentation Accuracy
• Escalation Management Effectiveness

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to communicate effectively via phone, email, video conferencing, and chat platforms.
• Ability to manage multiple customer interactions simultaneously.
• Ability to work efficiently in a fast-paced customer-focused environment.

Benefits

Health & Wellness Benefits

• Comprehensive Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Mental Health and Wellness Programs

Financial Benefits

• Competitive Base Salary
• Performance-Based Bonus Opportunities
• 401(k) Retirement Plan with Company Match
• Life Insurance Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death & Dismemberment Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Paid Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave
• Family and Medical Leave (where applicable)

Professional Development

• Customer Service and Customer Experience Training
• Continuing Education Opportunities
• Tuition Assistance Programs
• Professional Certification Support
• Leadership Development Programs
• Career Advancement Opportunities

Work-Life Balance

• Remote and Hybrid Work Opportunities (where applicable)
• Flexible Scheduling Options
• Employee Recognition Programs
• Inclusive and Collaborative Work Environment
• Employee Wellness and Engagement Initiatives

Working Conditions

• Office, remote, or hybrid work environment.
• Frequent interaction with customers, healthcare professionals, research partners, and internal stakeholders.
• Daily use of CRM systems, communication platforms, and customer service software.
• Fast-paced environment requiring professionalism, responsiveness, and attention to detail.

Equal Employment Opportunity Statement

Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, merit, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status under applicable law.