Client Support Representative (Bilingual)

Job type: Full-Time
Accepting BioReady™: Yes
Category: Customer Service
Employer: BioTalent Canada
Location: Ottawa, ON
Posted: March 13, 2023
Closes: April 12, 2023


BioTalent Canada is the HR partner for Canada’s biotechnology industry. Our success relies on the power of our relationships – our team has built a dynamic network of associations, academic institutions, service providers, and employers doing incredible, leading-edge work to drive the Canadian biotechnology economy forward. Our services help that network to strengthen skills, connect job-ready talent to industry, and enable employers to create thriving workforces that support their growth.

Recently named one of the 50 Best Workplaces in Canada with 10-50 employees and awarded a Great Place to Work® Certification 2022, BioTalent Canada practices the same industry standards it recommends to it stakeholders. These distinctions were awarded to BioTalent Canada following a thorough and independent analysis conducted by Great Place to Work®.



The Canadian bio-economy is people focused, a career of choice and a key driver of the Canadian economy.


We strengthen Canada’s bio-economy by providing valuable, evidence-based labour market information and the best job-ready human resources available.


Acting in partnership we harness our candor, enthusiasm and sincerity to demonstrate leadership, credibility, integrity and diversity.



We conduct Labour Market Research to provide insights for our partners into workforce availability. We deliver wage subsidies and facilitate career placement opportunities to help employers reduce the risk of hiring and allow biotechnology workers access to unique opportunities in their field. We provide job search and candidate search tools to connect employers with talent, and we provide professional development opportunities for workers to develop the skills they need to support Canada’s bio-economy. We are connection-creators and relationship-builders, and we thrive on opening doors and creating opportunities for the groups we serve.

Our team is the key to our success. We have a dedicated group of high-performing employees who live our values and are driven to achieve great things, but we balance our commitment and hard work with our joie-de-vivre – we prize hilarious jokes, innovative approaches, diverse perspectives, and community-mindedness.  

We take pride in the work environment at BioTalent Canada, and we offer a number of unique programs and benefits to employees to enrich their experience working here. In 2019, we enlisted an external consulting firm to conduct market research to determine the market competitiveness of our current programs and benefits. Out of that study, we learned that among Canadian Non-Profit and Small- to Medium-Sized Enterprises (SMEs), BioTalent Canada’s collective paid leave programs (including vacation, sick time, personal emergency leave, volunteer time off and statutory holidays) are above market.


We are currently looking for a bilingual Client Support Representative to join our team. This is a 1-year contract, with the possibility of permanency if extended.



Reporting to the Marketing and Communications Project Manager, the Client Support Representative plays a fundamental role in supporting and delivering on client requirements including partners, academic institutions, employers and individuals. As an ambassador of BioTalent Canada, this role showcases BioTalent Canada’s project participation advantages to biotech businesses across Canada and contributes to customer service and acquisition, B2B and B2C product sales and project objectives. This includes making several calls and connections per day to clients and partners, working with channel partners to ensure commitments are met, researching and qualifying prospects as required, following-up and passing on qualified leads and logging progress on activities in a CRM. 


In this role you can expect to:

  • Respond to client inquires in general email inboxes and direct inbound calls to appropriate team members as required
  • Provide information about the high-level benefits of BioTalent Canada products and services;
  • Onboard new partners
  • Build relationships with partners to support partner retention
  • Coordinate delivery of partner commitments by gathering content and scheduling within marketing and communication activities
  • Track, document and report on partner commitment and client activities in client relationship management system
  • Provide front-line support of online products and services for all partners, employers, individuals and other stakeholders
  • Ensure fulfillment and processing of product sales in coordination with Technical Support Coordinator
  • Track and report product usage
  • Document Client Support process
  • Track activities in the Client Relationship Management (CRM) system
  • Support Marketing and Communications, Outreach, Business Development and Project activities
  • Communicate and coordinate with colleagues as necessary
  • Contribute to the project and program marketing plans as required
  • Post website content, monitor general inbox inquiries, and document client support processes
  • Provide reception duties as required
  • Perform other duties in line with the mission and objectives of BioTalent Canada as assigned by Marketing and Communications



  • Affable team player with excellent customer service skills 
  • Effective time management and communication skills, both written and verbal in both of Canada’s official languages
  • Knowledge of website content management programs like WordPress
  • Proficient with corporate productivity tools and MS Office
  • Strong listening and presentation skills
  • Demonstrated ability to build rapport with clients and strong interpersonal skills 
  • Exceptional attention to detail and strong data entry skills 
  • Post-Secondary degree/diploma in a relevant discipline or a combination of education and experience in relevant fields
  • 2 years client services and support experience
  • Proven track record of achievement


Preferred qualifications include:

  • Understanding of the needs and requirements of bio-economy companies in Canada 
  • Experience in non-profit or public sector environment
  • Experience working with Insightly CRM


BioTalent Canada offers a competitive total rewards package and a hybrid work environment, with opportunities to regularly work from the Ottawa office. The preferred location for this position is Ottawa, with the expectation to work from the office on average two days per week.

Interested candidates are invited to submit a cover letter, and resume outlining your interest by March 27, 2023.

BioTalent Canada prides itself on being an equal opportunity employer and encourages applications from all qualified candidates. We welcome and encourage applications from people with disabilities.  Accommodations are available upon request for applications in all aspects of the selection process.

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