Customer Service

5 hours ago

Taguig, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full time ₱300,000 - ₱600,000 per year

System Support Analyst

Roles and Responsibilities:


• Flexibility to changes in shift schedules, as dictated by Management


• Communicates with end users to clarify and define requirements


• Provide comprehensive Customer/Technical support services to support center customers


• Work within Service Level Agreements


• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements


• Take all steps to resolve issues reported to them and or escalate to the appropriate contact


• Use all available reference materials to help resolve the customer's issue/s


• Take all necessary steps to ensure customer satisfaction at the end of the service


• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components


• Promptly notify management of any potentially "dissatisfied" customers


• Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.


• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc.
• Confer with Supervisor to identify trending problems and work to develop solutions to open issues.


• Maintains call information in database using commercial software.

Requirements:


• Qualified candidates must have a bachelor's in science nursing with an active PRC license (PHRN) with 2+ years' experience.


• At least with 2 years of call center and clinical experience.


• Strong command of the English Language both spoken and written.


• Must have clinical experience and understands medical terminologies.

o Example: Laboratory Result: CBC, Hematology, Creatinine, etc.


• Amenable in shifting schedules and ability to multi – task and work on holidays / Saturdays and Sundays.


• Understands his / her key performance indicators.


• Understand the relationship of work quality and how it impacts efficiency


• Dedicated at work – no Attendance issue with previous employers


• Had a good stint in the from previous organizations – not a call center hopper

o Example: Call center hoppers move from one organization to another in a span of 1 year or less.


• Has good critical thinking


• Strong logic formulation or thought process

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