About the role

Bilingual customer care specialist supporting patients and healthcare providers for a major pharmaceutical company. Handling calls, chats, and emails while triaging medical inquiries and reporting adverse events remotely in Canada.

Responsibilities

Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders
Answer general inquiries from consumers and healthcare providers
Navigate and assist users with sites and content
Provide prompt, complete, professional, and empathetic customer service
Assist with temperature excursion inquiries and updates
Identify and report potential Adverse Events and Product Quality Complaints
Document case notes in the customer relationship management system
Provide contract support and act as liaison and client representative
Triage medical information inquiries to the appropriate department
Respond to FAQs and general on-label information
Support pharmaceutical products related to diabetes, obesity, rare diseases, cardiovascular health, and liver health

Must already be based in Canada with fully legal and valid documentation to work in Canada (WP, PR and SIN)
No employer sponsorship provided
Fluent verbal and written English and French required
Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting preferred
Prior pharmaceutical product experience in a Pharma/Biotech call center preferred
Salesforce and Vonage experience preferred
Previous contact center experience is an asset
Strong telephone soft skills and customer service orientation
Ability to work in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
Excellent interpersonal, listening, communication, problem-solving, and relationship-building skills
Ability to identify and document adverse events and product complaints
Ability to handle calls, chats, and emails
Windows through current version
Microsoft Office tools
Basic computer and hardware proficiency
Ability to set up a remote workstation
Hardwired internet connection with minimum speeds of 15mbps upload and 15mbps download
Private and quiet office space free of interruption for professional calls
Ability to sit for long periods of time