Verified Job
Healthcare
Bilingual Customer Service Specialist For Pharmaceuticals/Healthcare (English/French) - Full-Time Pe
Healthcare
#805099
Remote / WFH
Alphanumeric Systems
Job Description
Alphanumeric is hiring a Bilingual Customer Care Specialist (English/French) for Pharmaceuticals to work remotely supporting one of the biggest pharmaceutical companies in the world. You’ll be providing support for products related to diabetes, obesity, rare diseases, cardiovascular and liver health.
This is a high-volume contact center, and candidates are chosen to deliver an optimized customer service experience in a personalized manner. This role plays a critical role in supporting patients, healthcare professionals, and internal stakeholders by providing accurate, timely, and empathetic responses while upholding the highest standards of quality, compliance, and ethics.
This candidate will respond to FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department. The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting.
Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada
Please apply with your CV in English, as the hiring managers are not based in Quebec. This position must master verbal and written English skills in addition to French, because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in the Eastern Time Zone or similar.
Conditions/Offer:
Employment: Full-time permanent
Type of work: Fully remote in Canada, preferably based in Eastern Time Zone or close by.
Start Date: September 21st
Pay rate: 45.000 CA$ gross/year
Working hours: 40H/week
Shifts: Monday to Friday from 9:00 AM EST to 8:00 PM EST - 8h shifts with 1hour for lunch break in between
Benefits: Medical, Dental, Life Insurance after probation period
Training: 3 weeks of training + 1 week of certification = 4 weeks
Training Hours: M-F 8:00 AM to 5:00 PM EST.
Vacations: 2 weeks paid vacation
Equipment: All provided by the company, no need to buy any equipment.
Mandatory to be based in Canada with fully legal and valid documentation (WP, PR and SIN). Please note we do not provide sponsorship.
Requirements:
Strong proficiency in English and French (mandatory to speak both languages fluently)
Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting
Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred
Prior experience with Salesforce and Vonage is preferred
Previous contact center experience is an asset
A passion for customer service, strong telephone soft-skills and passion to excel.
Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
Key Attributes and Responsibilities:
Responds general inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders in a professional and empathetic manner
Answers general inquiries from Consumers and/ or Health Care Providers
Navigates and provides assistance navigating sites
Works with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service.
Assists with temperature excursion inquiries and updates (ie. temperature excursion origination)
Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
Responsible for documentation of case notes in customer relationship management system (CRM)
Contract support, liaison and represents the face of client
Potential for rotational shifts and after-hours support
Required Skills/Abilities:
Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email.
Strong listening skills with a clear sense of empathy for the caller that is being assisted.
Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries
Willingness to learn to identify adverse events or product complaints and to be able to document and report them
Ability to handle all channels of work: calls/chats or emails
Demonstrated ability to problem-solve
Dedicated team player that has a customer service approach and is solution-oriented
Ability to learn and navigate new systems and technologies quickly
Technical Skills:
Operating systems: Windows through 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
Other Requirements:
Ability to sit for long periods of time
Basic computer and hardware proficiency to set up remote workstation
Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download
Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.
This is a high-volume contact center, and candidates are chosen to deliver an optimized customer service experience in a personalized manner. This role plays a critical role in supporting patients, healthcare professionals, and internal stakeholders by providing accurate, timely, and empathetic responses while upholding the highest standards of quality, compliance, and ethics.
This candidate will respond to FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department. The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting.
Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada
Please apply with your CV in English, as the hiring managers are not based in Quebec. This position must master verbal and written English skills in addition to French, because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in the Eastern Time Zone or similar.
Conditions/Offer:
Employment: Full-time permanent
Type of work: Fully remote in Canada, preferably based in Eastern Time Zone or close by.
Start Date: September 21st
Pay rate: 45.000 CA$ gross/year
Working hours: 40H/week
Shifts: Monday to Friday from 9:00 AM EST to 8:00 PM EST - 8h shifts with 1hour for lunch break in between
Benefits: Medical, Dental, Life Insurance after probation period
Training: 3 weeks of training + 1 week of certification = 4 weeks
Training Hours: M-F 8:00 AM to 5:00 PM EST.
Vacations: 2 weeks paid vacation
Equipment: All provided by the company, no need to buy any equipment.
Mandatory to be based in Canada with fully legal and valid documentation (WP, PR and SIN). Please note we do not provide sponsorship.
Requirements:
Strong proficiency in English and French (mandatory to speak both languages fluently)
Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting
Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred
Prior experience with Salesforce and Vonage is preferred
Previous contact center experience is an asset
A passion for customer service, strong telephone soft-skills and passion to excel.
Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
Key Attributes and Responsibilities:
Responds general inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders in a professional and empathetic manner
Answers general inquiries from Consumers and/ or Health Care Providers
Navigates and provides assistance navigating sites
Works with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service.
Assists with temperature excursion inquiries and updates (ie. temperature excursion origination)
Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
Responsible for documentation of case notes in customer relationship management system (CRM)
Contract support, liaison and represents the face of client
Potential for rotational shifts and after-hours support
Required Skills/Abilities:
Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email.
Strong listening skills with a clear sense of empathy for the caller that is being assisted.
Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries
Willingness to learn to identify adverse events or product complaints and to be able to document and report them
Ability to handle all channels of work: calls/chats or emails
Demonstrated ability to problem-solve
Dedicated team player that has a customer service approach and is solution-oriented
Ability to learn and navigate new systems and technologies quickly
Technical Skills:
Operating systems: Windows through 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
Other Requirements:
Ability to sit for long periods of time
Basic computer and hardware proficiency to set up remote workstation
Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download
Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.
