English and French (speaking) Customer Support Specialist - Remote - Based in Philippines
Alphanumeric Systems
Manila City, Metro Manila
Permanent
Full-time
1 month ago
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 .