Customer Support Specialist (ENGLISH and FRENCH) - 100% Remote - Based in India

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.

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 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

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 system – preferred.