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    English and French - Manila, Pilipinas - Alphanumeric Systems

    Alphanumeric Systems
    Alphanumeric Systems Manila, Pilipinas

    2 linggo ang nakalipas

    Default job background
    Buong oras
    Paglalarawan
    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: 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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