[Hiring] Bilingual Customer Service Specialist @Alphanumeric Systems

Role 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 health
• 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
• Internal stakeholders

Key responsibilities include:

• Responding to FAQs and general on-label information
• Identifying medical information inquiries and triaging them to the appropriate department
• Identifying 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. This position must master verbal and written English skills in addition to French, as it reports to stakeholders, managers, and clients outside of Quebec where the environment requires communication in English.

Preference for people based in Eastern Time Zone or similar.

Qualifications

• Strong proficiency in English and French (mandatory to speak both languages fluently)
• Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting preferred
• 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

Requirements

• Ability to thrive in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
• Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders
• Strong listening skills with a clear sense of empathy for the caller
• 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 document and report them
• Ability to handle all channels of work: calls, chats, or emails
• Demonstrated ability to problem-solve
• Dedicated team player with a customer service approach and solution-oriented mindset
• Ability to learn and navigate new systems and technologies quickly

Benefits

• 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 1 hour for lunch break
• 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

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 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