Inde, MumbaiInde, Mumbai

Alphanumeric Systems

Date de publication 25.01.2024

3 a postulé

English and French (speaking) Customer Support Specialist - Remote - Based in India


Alphanumeric is seeking candidates with a passion for customer service (full proficiency in English and French), who are able to problem-solve with a focus on strategic thinking. The role also includes answering FAQs, general on-label information, and being able to identify potential Adverse Events (AEs) and/or potential Product Quality Complaints (PQCs)

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).

Working shift: Monday to Friday - main market is the US, and the schedule can be between 8 am and 8 pm EST

Salary: 600.000 INR gross per year (50.000 INR gross per month)

+ internet allowance + private health insurance.

Start date: January 2nd.

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.

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