ROLE AND RESPONSIBILITIES

• Handle inbound and outbound phone inquiries from English-speaking Health Care Professionals and Patients.
• Provide a high level of customer service
• Maintain high customer satisfaction rates
• Document all calls
• Triage and transfer calls as necessary to external departments
• Provide feedback to help improve scripting and process to Supervisor
• Monitor both inbound and outbound calls and assess agents’ performance in delivering quality service across all communication channels

Specific Requirements

• 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).
• Be able to capture all adverse events and product complaints mentioned by the Health Care Personnel's on the call. This includes being able to ask probing questions and file the necessary documents.
• Provide product and program information within the guidelines of the call script, standard FAQ responses and training updates.
• Effectively and consistently communicate messages as required Evaluate and escalate calls to external departments as appropriate.
• Comply with all client 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 appropriate CRM systems or escalation forms.
• Interact with team members, supervisors, and potentially clients, sharing suggestions, technical issues and best practices

Qualifications

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• Minimum of 2 years of previous experience in customer service in a call center environment MUST.
• Fluent English is a MUST.
• Prior experience in a regulated industry (medical/pharmaceutical/banking, etc.) is a Must.
• Previous experience handling inbound Foreign customer service calls in a call center environment plus.
• Demonstrated competency using information technology, PCs and databases required.
• Excellent verbal telephone communication and written skills and proficiency in English required.
• Ability to multitask with good organizational, time management, problem-solving and decision-making skills required.
• Ability to communicate with customers utilizing exceptional customer service skills, business skills and soft skills required.
• Ability to meet/exceed assigned metrics/goals required.

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