Bilingual Customer Service Specialist (English/French)

AlphanumericPharmaceuticals Healthcare

Fully remote in Canada, preferably based in Eastern Time Zone or close by., Eastern Time ZoneFull-TimeMiddle

Salary$45,000 / year

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Job Details

Languages: English, French
Experience: Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting
Required Skills: SalesforceMicrosoft OfficeCustomer serviceCRM

Strong proficiency in English and French (mandatory fluent speaking, reading, and writing).
Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting.
Proficiency in Microsoft Office tools and Windows operating systems.
Ability to learn and navigate new CRM systems and technologies quickly.
Hardwired internet connection with minimum speeds of 15mbps upload and 15mbps download.
Private, quiet, and distraction-free home office space.
Excellent interpersonal and listening skills with a demonstrated ability to distinguish inquiry types.
Ability to handle calls, chats, and emails in a fast-paced environment.
Previous experience with Salesforce and Vonage is preferred.
Previous contact center experience is an asset.

Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders professionally and empathetically.
Answer general inquiries from consumers and healthcare professionals regarding on-label information.
Navigate websites and internal content to assist consumers and HCPs effectively.
Assist with temperature excursion inquiries and updates.
Identify, document, and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
Maintain accurate case notes in the customer relationship management system (CRM).
Represent the client as a point of contact and liaison for stakeholders.

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