customer service representative | clinical in montreal

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job details

montreal, québec
job category
Contact Centre and Customer Care
job type
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job description

An internationally recognized Contract Research Organization (CRO) is looking for multiple new customer service agent.

The company conduct over 200 clinical trials annually in Phase I/IIa, Bioequivalence and Bioanalysis with the participation of over 5,000 participants. In other words, they conduct trials for new drugs or new combinations of drugs, new devices, or new ways to use existing treatments. Their team is made up of close to 500 professionals from the medical and scientific fields who work together to achieve a common goal: to contribute to the advancement of pharmaceutical science.

They are currently looking for a Clinical Customer Service Representative to join their great team at the call center. Want to contribute to research activities?

As a Clinical Customer Service Agent, your main responsibility will be to contact participants to inform them and answer their questions about our various ongoing studies.

Main responsibilities:

• To answer in-coming calls/internet applications from potential participants, providing them with information about the company and upcoming clinical trials;
• To perform outbound calls to potential participants
• To open or update the participant’s personal file in PRM;
• To explain study-specific inclusion/exclusion criteria to potential participants in a prompt manner;
• To schedule potential participants for medical screening visits;
• To inform participants of study changes;
• To ensure that high level of Customer Service is maintained within the department;
• To comply with GCP guidelines, SOPs and protocol requirements;
• To ensure the confidentiality of all personal information received from participants and /or sponsors;
• To ensure that the customer service provided to participants is consistent with Algorithme Pharma standards of quality and applicable ethical rules;
• To achieve study quotas according to management specifications;
• To be proactive in communicating problems and possible solutions to supervisor
• To perform any other related tasks as requested.


Variable and flexible schedule: Applicants must be available a minimum of four days a week
(between 8:00 am and 8:00 pm weekday - Saturday from 9:00 am to 5:00 pm)
- No sales or solicitation to be done;
- Versatile and challenging position
- 15$/h

Desired profile:

- To have at minimum a high school degree;
- Past experience customer service, ideally in a call center (ideally minimum of 6 months experience)
- Bilingual -French and English- mandatory

You are dynamic and have good communication skills? This position is for you! Do not hesitate, send us your resume immediatly to and or call us at 516-350-1006!


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Randstad Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.