Remote Customer Support / Pharmaceutical Distribution

We are seeking twelve highly skilled, bilingual customer care professionals based in Canada, fluent in both Canadian French and English, to join our remote team. This fully remote, work-from-home position involves customer support for a premium client in the medical field, specifically in pharmaceutical services. Your role is crucial in ensuring that pharmaceutical packaging processes meet the highest standards of quality and compliance.

Summary of Responsibilities :

You will be the first point of contact for customers regarding order management, product and service complaints, adverse events, and general inquiries. You will be responsible for the initial intake, documentation, and distribution of customer needs. The role requires independent resolution of moderately complex inquiries and the investigation of issues related to shipments, returns, credits, and orders.

Essential Duties and Responsibilities :

• Serve as the first point of contact for all customer inquiries and product/service complaints via phone, fax, email, or online.
  
• Handle order entry for home patients and clinics.
  
• Thoroughly document all inquiries in accordance with company procedures.
  
• Redirect complex or specialized concerns
  
• Expedite customer orders as required.
  
• Investigate and resolve issues related to shipment of products, returns, credits, and orders.
  
• Meet assigned targets related to order and call management.
  
• Process and issue credits/returns.
  
• Set up new patients following the outlined onboarding process and maintain records.
  
• Build relationships with cross-functional teams and clinics.
  
• Maintain patient prescriptions/records and attend all required Customer Care meetings/training.
  
• Adhere to company procedures related to complaint management.
  

Requirements

Education/Experience :

• Required : High school diploma.
  
• Preferred : Bachelors degree in life sciences, health sciences, or related discipline.
  
• Required Experience : Minimum of 2 years in customer service.
  
• Preferred Experience : 5 years in customer service, preferably within the healthcare pharmaceutical industry, and a basic knowledge of broad supply chain activities.
  

Skills/Qualifications :

• Required :
  
• Exceptional verbal and written communication skills.
  
• Ability to thrive in a fast-paced environment.
  
• Strong analytical and business problem-solving skills.
  
• Strong organizational and interpersonal skills.
  
• Ability to ask the right questions and lead conversations.
  
• Ability to interact effectively with all levels of professionals, including RNs, medical professionals, and patients.
  
• Strong multitasking skills and orientation towards metrics.
  
• Bilingual in Canadian French and English (written and verbal).
  

Training Program :

• Duration : Five weeks of paid training starting in September.
  
• Format : Fully remote/work-from-home.
  

Internet and Hardware Requirements :

• Internet : Broadband connection with Ethernet-based LAN.
  
• Processor : 1.8GHz or higher (64-bit preferred).
  
• RAM : 8GB or higher.
  
• Storage : Minimum 10GB available.
  
• Resolution : 1920x1080 preferred.
  
• Headset : Wired USB headset.
  
• Operating System : Windows 10 or higher, Mac OSX 11 or higher.
  

If you are a dedicated and compassionate Customer Care Representative with experience in pharmaceutical packaging and are excited to contribute to a dynamic team, we encourage you to apply. Training begins in September , we look forward to welcoming you on boar

Benefits

• Home Based Working
  
• Project based opportunities
  
• Long-term cooperation
  
• Learning opportunity in an international environment
• Career development
  
• Gamification program (which brings extra benefits)