English and French

3 weeks ago


Philippines Manila Alphanumeric Systems Full time
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.

Responsibilities

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 .

Education And/or Experience

  • 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

Technical 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 .

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