Captador De Clientes Presencial - Tarjetas De Crédito

Cencosud Scotiabank; Santiago; On-site; CLP 13,392,000 - 20,088,000; Full time

Job summary

IQVIA in Santiago, Chile, is seeking a Bilingual Call Center Agent to manage relationships with healthcare professionals and sustain panel participation. The role involves high-touch service, data maintenance in CRM, and adherence to SOPs while supporting incentive processes.

Strong English skills and CRM/MS Office proficiency are required. You will engage with panelists via multiple channels, maintain accurate records, and assist with outreach campaigns to improve engagement and compliance.

Qualifications

• Associate or Bachelor's degree or equivalent experience preferred.
• 1-3 years of related customer service or contact center experience.
• Strong verbal and written English; proficiency with CRM and MS Office.

Responsibilities

• Develop outreach programs via phone, email, SMS for panelists.
• Maintain accurate participant records in CRM and update profiles.
• Handle inquiries professionally and ensure timely responses to participants.
• Support incentive processing and payment coordination for panelists.
• Adhere to SOPs and data privacy standards in all activities.

Skills

English proficiency

CRM experience

Microsoft Office

Education

Associate or Bachelor's degree

Tools

CRM systems

Microsoft Office

Job description

**Additional Information**
**Job Number**
**Job Category** Rooms & Guest Services Operations
**Location** Isidora Goyenechea 3000, Las Condes, Santiago Regio, Chile
VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical to success - creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts - to get it right for our guests and our business each and every time.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: No related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
W Hotels' mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We're here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests' passions to life. If you are original, innovative, and always looking towards the future of what's possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

Bilingual Call Center Agent (US healthcare management)

Santiago, Chile
Full time
R
**Position Summary:**
Bilingual Call Center Agent (US healthcare management) is responsible for developing and maintaining relationships with HCPs to drive program compliance. This high touch, service centric model builds on a one-on-one relationship to encourage practitioner participation at higher frequency and over the long term. Specialist are expected to support panel operations through participant administration, engagement activities, communication management, data maintenance, and incentive processing support. This role serves as a key operational resource for maintaining participant records, executing outreach and retention initiatives, documenting panelist interactions, and ensuring compliance with established operational procedures. The PAS contributes to panel health, participant engagement, and the overall effectiveness of panel management programs.

**Essential Duties and Responsibilities:**

Panelist Administration

• Develop and execute personalize outreach programs (email, phone, SMS) for specific list of panelists.
• Deliver high quality customer service through a niche skill set understanding HCP practice dynamics
• Maintain accurate and current participant records within designated systems.
• Update participant profiles, account statuses, and related information as required.
• Monitor participant activity and identify accounts requiring follow-up or intervention then develop tactical, panelist level engagement plan
• Ensure participant data is maintained in accordance with operational standards and quality requirements.

Panelist Communication and Engagement

• Conduct participant outreach through layered communication channels including phone, email, text, or mobile app messaging
• Drive incremental engagement and data collection year over year through a thorough understanding of assigned panelists personal details and preferences.
• Perform follow-up activities to support participant engagement, retention, and program participation.
• Respond to participant inquiries in a professional and timely manner.
• Escalate participant concerns, issues, or inquiries to appropriate personnel when necessary.

Panel Recovery and Retention

• Execute outreach campaigns targeting inactive or unresponsive participants with nuanced communications targeted at performance and incentives to regain data volume.
• Support participant recovery initiatives designed to improve engagement and participation rates.
• Document outreach efforts, participant responses, and recovery outcomes.
• Collaborate with management to identify opportunities to improve retention and engagement activities.

Data and CRM Management

• Accurately document participant interactions within CRM and operational systems.
• Maintain detailed records of communication attempts, outcomes, and status changes.
• Verify and update participant information to ensure data accuracy and completeness.
• Adhere to data governance, privacy, and compliance requirements.

Incentive and Payment Administration Support

• Support manual incentive, honoraria, and payment processing activities.
• Prepare and submit required documentation for payment approval and processing.
• Assist with tracking payment status and resolving payment-related issues.
• Coordinate with management, finance, and cross-functional teams regarding payment processes and approvals.

Operational Support

• Follow established Standard Operating Procedures (SOPs), work instructions, and operational guidelines.
• Assist with continuous improvement initiatives and process enhancement activities.
• Generate, maintain, and organize operational records and supporting documentation.
• Support reporting activities by ensuring records are accurate, complete, and timely.

**Qualifications**

**Education**
Associate degree, Bachelor's degree, or equivalent combination of education and relevant experience preferred.

**Experience**
1-3 years of experience in customer service, participant management, panel operations, administrative support, contact center operations, or a related field preferred.
Experience working with CRM, participant management, or customer engagement systems preferred.
Experience supporting operational processes, data management, or incentive administration is a plus.

**Knowledge, Skills, and Abilities**
Strong verbal and written english level.
Excellent organizational and time-management abilities.
Strong attention to detail and commitment to data accuracy.
Ability to manage multiple priorities in a fast-paced operational environment.
Strong documentation and recordkeeping skills.
Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
Ability to learn and utilize CRM, panel management, and operational systems.
Demonstrated problem-solving and critical-thinking skills.
Ability to work independently while effectively collaborating with cross-functional teams.
Commitment to maintaining participant confidentiality and data privacy standards.

**Key Performance Indicators (KPIs)**
Success in this role may be measured by:
Accuracy and completeness of participant records.
Timely completion of outreach and follow-up activities.
Documentation quality and compliance with SOP requirements.
Participant engagement, response, and reactivation rates.
Timely and accurate support of incentive and payment processes.
Adherence to established operational procedures and quality standards

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
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