Bilingual Functional Lead, Pension Implementation (remote)

LifeWorks; Saint-Constant; A distancia; CAD 58.000 - 62.000; Jornada completa

Descripción de la vacante

Alphanumeric Systems Inc. is hiring a Bilingual Customer Care Specialist (English/French) to support pharmaceutical clients remotely from Quebec City, QC.

You will handle inbound calls, chats and emails from patients, healthcare providers, and internal stakeholders with professionalism and empathy. The role requires fluent English and French, prior pharma call center experience, and familiarity with Salesforce and Vonage.

Formación

• Bilingual English and French, fluent in both languages.
• Minimum 2 years of pharma/biotech call center experience.
• Experience with Salesforce and Vonage preferred.
• Previous contact center experience is an asset.
• Strong customer service orientation and empathy.

Responsabilidades

• Responds to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders professionally and empathetically.
• Answers general inquiries from Consumers and/or Health Care Providers.
• Navigates and assists users across sites; ensures prompt, complete customer service.
• Documents case notes in the CRM system.
• Supports contract liaison roles and represents the client.
• Possible rotating shifts and after-hours support.

Conocimientos

Bilingual English/French

Pharma call center experience

Salesforce

Vonage

Call center experience

Customer service

Herramientas

CRM system

Descripción del empleo

Job Title: Bilingual Customer Care Specialist (English/French)

Location: Quebec City, QC (Remote)

Contract: Full-time

Salary: CA$42.00–CA$45.00 hourly

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.

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.

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.

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.

About Alphanumeric Systems Inc.:

Alphanumeric is a dynamic company born of a diverse mindset and held to a distinctly high standard. You may know us as a tech and communications firm established in 1979, but we also lead life science and healthcare organizations toward a more efficient future across the globe, bringing patients and providers together to build personalized relationships that fit their needs. But at our core, we are a family with a shared and passionate dedication to our customers. We treat our candidates as amazing (because they are!)