Bilingual Customer Service Specialist

Alphanumeric Systems Inc; California (MO); Hybrid; USD 28,000 - 37,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life Insurance

2 weeks vacation

Job summary

Alphanumeric Systems Inc is hiring a bilingual Customer Care Specialist (English/French) for Pharmaceuticals to work remotely supporting one of the world's largest pharmaceutical companies. You will handle high-volume inquiries from patients, healthcare professionals, and internal stakeholders with empathy and accuracy.

Responsibilities include triaging medical inquiries, identifying adverse events, documenting cases in CRM, and coordinating with internal teams.

Qualifications

• Fluent in English and French (written and spoken)
• 2+ years in pharma/biotech call centers or medical setting preferred
• Experience with Salesforce and Vonage preferred
• Previous contact center experience is an asset
• Strong customer service mindset and communication skills
• Ability to navigate multiple systems quickly and accurately

Responsibilities

• Respond to inbound calls, chats, and emails from patients, HCPs, and internal stakeholders with empathy
• Answer general inquiries and provide on-label information
• Triage medical inquiries to the appropriate department
• Identify potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
• Document case notes in the CRM and support client interactions

Skills

Bilingual English/French

Customer service

Empathy and active listening

Pharma industry knowledge

CRMs (CRM)

Salesforce

Vonage

Tools

Salesforce

Vonage

CRM software

Job 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 and 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, and internal stakeholders by providing accurate, timely, and empathetic responses while upholding the highest standards of quality, compliance, and ethics.

This candidate will respond to FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department.

The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting

Preference for people based in Eastern Time Zone or similar.

This position must master verbal and written English skills in addition to French, because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English.

Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada.

Conditions/Offer:

• 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 1hour for lunch break in between.
• Benefits: 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.
• Mandatory to be based in Canada with fully legal and valid documentation (WP, PR and SIN). Please note we do not provide sponsorship.

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.

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.

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.