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). It´s A MUST to be based in Colombia.
Working shift: Monday to Friday - main market is the US, and the schedule can be between 8 am and 8 pm EST
Salary base + benefits
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 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 system – preferred.