Requirements:

• Strong proficiency in Englishand French (mandatory to speak both languages fluently)
• Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting
• Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred
• Prior experience with Salesforce and Vonage is preferred
• Previous contact center experience is an asset
• A passion for customer service, strong telephone soft-skills and passion to excel.
• Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient

Key Attributes and Responsibilities:

• Responds general inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders in a professional and empathetic manner
• Answers general inquiries from Consumers and/ or Health Care Providers
• Navigates and provides assistance navigating sites
• Works with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service.
• Assists with temperature excursion inquiries and updates (ie. temperature excursion origination)
• Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
• Responsible for documentation of case notes in customer relationship management system (CRM)
• Contract support, liaison and represents the face of client
• Potential for rotational shifts and after-hours support

Required Skills/Abilities:

• Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email.
• Strong listening skills with a clear sense of empathy for the caller that is being assisted.
• Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries
• Willingness to learn to identify adverse events or product complaints and to be able to document and report them
• Ability to handle all channels of work: calls/chats or emails
• Demonstrated ability to problem-solve
• Dedicated team player that has a customer service approach and is solution-oriented
• Ability to learn and navigate new systems and technologies quickly

Technical Skills:

• Operating systems: Windows through current version
• Microsoft Office tools
• PC Hardware environment: Laptops, Desktop and Printers
• Contact center telephony, email, and chat tool - preferred
• Knowledge in using client relationship management system - preferred

Other Requirements:

• Ability to sit for long periods of time
• Basic computer and hardware proficiency to set up remote workstation
• Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download
• Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.

Originally posted on Himalayas