English and French (speaking) Customer Support Specialist - Remote - Based in Philippines

Overview:  Alphanumeric is seeking candidates with a passion for customer service (full proficiency in English and French) ,  who are able to problem-solve with a focus on strategic thinking. The role  also includes answering FAQs, general on-label information , and being able to  identify potential Adverse Events (AEs) and/or potential Product Quality Complaints (PQCs). Note: we can hire candidates already based in The Philippines. If you are not citizen you need to have a Temporary Residence Visa (valid for 1 year at least) or a Permanent Residence Visa. Please do not apply if you don´t have them. Job conditions: Type of contract: permanent - you will be an employee of Alphanumeric supporting one of the biggest pharmaceutical brands in the world. Model: 100% remote (working from home). Working shift: Monday to Friday - main market is the US, and the schedule can be between 8 am and 8 pm EST   Salary: 500.000 PHP gross per year + internet allowance + private health insurance. Start date: as soon as possible. Key  Attributes and  Responsibilities :

• Fields inbound calls, chats, and emails from patients, healthcare providers (HCPs) , and vendors in a professional and empathetic manner
• Triages calls within a  high-volume contact center for transfer to different teams within the company and client environment 
• Answers general inquiries  from  Consumers and/ or HCP s
• Responsible for documentation of case notes in  the  customer relationship management system (CRM)

• Utilization of standard content, FAQs, product monographs, or other  client-approved responses to deliver non-scripted on-label information to callers .
• Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.
• Provides information to HCOs/HCPs  seeking to  participate in Clinical Trials .
• Perform outbound contacts to  provide commercial status updates and follow-up  interactions as necessary.
• Respond and complete other duties  requested .

• College or University degree
• Preference for individuals who have  a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings .
• Previous contact center experience is an asset .
• Strong  proficiency in spoken and written English and French , as well as excellent written and verbal communication skills

• Familiarity with AWS Connect and Salesforce Health Cloud .
• Operating systems: Windows through  the  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 systems –preferred .