Global Emergency Call Center Agent (24/7) - Clinical Trials

TransPerfect; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

TransPerfect is hiring Global Emergency Call Center Agents to support clinical trial operations across 60+ countries. The role handles inbound and outbound calls and emails, validates EMC information, and ensures accurate documentation and escalation for sites.

Candidates should have strong English, attention to detail, and the ability to work in a structured, high-compliance environment with 24/7 coverage as part of a global team.

Qualifications

• Education: At least high school graduate or equivalent work experience in customer service, healthcare support, or BPO environment.
• Prior call center, healthcare support, or clinical trial experience preferred but not required.
• Excellent English communication skills (verbal and written).
• Strong attention to detail and ability to follow structured protocols.

Responsibilities

• Handle inbound calls (50–100/year) from investigational site staff seeking to connect with Emergency Medical Contact (EMC).
• Conduct outbound calls and email checks (~700/quarter) to validate and update EMC contact lists across global sites.
• Accurately document call details, outcomes, and escalation actions in the system of record.
• Escalate urgent or critical issues to the designated Emergency Medical Contact following standard protocols.
• Provide clear, professional, and empathetic communication with clinical site staff.

Skills

Excellent English communication

Attention to detail

Documentation skills

MS Office / CRM tools

Customer service experience

Education

High school graduate

Tools

CRM / Call logging tools

MS Office

Job description

TransPerfect is hiring Global Emergency Call Center Agents to support clinical trial operations across 60+ countries. The role handles inbound and outbound calls and emails, validates EMC information, and ensures accurate documentation and escalation for sites.

Candidates should have strong English, attention to detail, and the ability to work in a structured, high-compliance environment with 24/7 coverage as part of a global team.