Customer Support Specialist (ENGLISH and FRENCH) - 100% Remote - Based in India
Job details
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) 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: 600.000 INR gross per year + internet allowance + private health insurance + night hours payment. 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 HCPs
- 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 medical or commercial setting.
- Previous contact center experience is an asset.
- Strong proficiency with spoken and written English & 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 system – preferred.
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