Customer Experience Representative (French Bilingual)

Position Title: Customer Experience Representative (French Bilingual)

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: November 2024

Schedule: 9:00 PM - 6:00 AM PHT

Responsibilities:

• Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).

• Provide product and disease state information within the guidelines of the Call Script or of the Standard FAQ Responses

• Effectively and consistently communicate messages as required by the client

• Evaluate and escalate calls to external departments as appropriate

• Comply with all industry regulations including adverse event and product quality processes and HIPAA Regulations

• Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.)

• Complete and maintain all required training and acknowledgement logs within the appropriate time frame

• Obtain pertinent customer information and record customer interactions in the appropriate CRM system or escalation forms. Interact with team members/supervisors to share suggestions, technical issues and best practices

• Identify adverse events and be able to duly report within the required timeline of 24 hours

Qualifications:

• Previous experience in medical education, clinical or pharmacy work, or a medical call center is required

• At least 2 years of experience in a call center environment is required

• Experience in providing medical information and customer service to healthcare professionals is strongly preferred

• Fluency in Business English and French is required

• Competency in using information technology, PCs, and databases is required

• Exceptional verbal communication (telephone) and written skills in English are essential

• Ability to multitask, manage time effectively, and demonstrate strong problem-solving and decision-making skills

• Proficiency in delivering exceptional customer service with strong business and interpersonal skills is required

• Ability to meet or exceed assigned metrics and goals consistently

• High School Diploma is required

• Bachelor’s degree, especially in Nursing or Pharmacy, is preferred

• Valid, active LPN, RN, or Pharmacy license is strongly preferred