Customer Support Agent - Abbott Nutrition

January 31 2019
Industries Pharmaceutical, Biotechnology
Categories Health, Medical, Customer Service, Call Centres, Customer service, Customer service, Customer Service, Call Centres, Health, Medical
Montreal, QC

Customer Support Agent - Nutrition Communications Agent

18-month Contract

Abbott Nutrition


At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Status:              18-month Contract                                   

Location:           Montreal, QC

Have you ever dreamed of being part of a dynamic and successful team? Come and join us!

We are looking for individuals who, like us, are passionate about helping people live healthier lives.  If you are inspired by our commitment to innovate today for a healthier tomorrow, this role might be what you are looking for!  You will be part of a team who is devoted to conveying Abbott's high-quality standards by delivering excellent customer service.

The Nutrition Communications Agent provides customer support for the various consumer loyalty programs and product specific services for Abbott Nutrition Canada.  By doing so, the agent will promote Abbott Nutrition products and services as well as follow Abbott policies and convey the importance of Abbott's high-quality standards.  In answering calls for the Similac, Ensure and Glucerna clubs, the Nutrition Communications Agent also answers questions on the Abbott Nutrition product line. 

After receiving Product Specialist training, the agent will answer more specific product questions on the Ensure Consumer Care or Similac Feeding expert lines.

The dedicated Health Care professional service is supported by the Registered Dietitians within the Nutrition Communications Team. The Agent with applicable credentials may also take on this responsibility and receive transfers from colleagues.  Customers include nurses, dietitians, pharmacists, doctors and clinic administrators as well as call transfer from patients, caregivers and parents using Abbott Nutrition products. 

Team work

Agents work together and will transfer calls to each other:

  • to a colleague for information outside their field of expertise.
  • to the Registered Dietitian – for health-related recommendations.

Other additional responsibilities may include:

  • Answering calls from Abbott Nutrition Sales Representatives.
  • Responding to emails or Facebook posts for Abbott Nutrition product information.

Daily Activities

  • Provide adequate, accurate and timely products information on all Abbott Nutrition products, guide the client towards a well-informed and rational decision about product selection or usage.
  • Enter all calls in the tracking system
  • Ensure appropriate compliance to policies and procedures/

Other activities

  • Notify the Nutrition Communications Supervisor of significant inquiries or trends.
  • Maintain up to date information on all Abbott Nutrition products for reference guides.
  • Follow-up for rapid customer case resolution.

Every year

  • Complete yearly self- evaluation
  • Complete growth plan and establish goals for year to come.

Skills/Experience Requirements:

  • A minimum of a DEC with 1 to 3 years experience in customer service – A Bachelor degree and/or Registered Dietitian credentials are a benefit to future growth within the team.
  • Bilingual oral & written
  • Excellent knowledge of computer software such as MS Office. Speed is required for rapid data entry
  • Excellent interpersonal skills
  • Developed sense of urgency
  • Ability to work efficiently on an individual and/or team basis
  • Ability to prioritize responsibilities to achieve department's objectives.
  • Flexible schedule  
    • Part- time – 21.75 to 29 hours per week
    • Full-Time – 5 days per week (36.25 hours)
    • May include evenings shifts ending at 6 pm. and occasional weekends.


Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.

Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.

We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.

Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott's success.

Apply now! network