Bilingual Customer Care Specialist – Pharmaceuticals, English/French

🔥 14 minutes ago

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Medical, Dental, Life Insurance after probation period • 3 weeks of training + 1 week of certification = 4 weeks • 2 weeks paid vacation • All equipment provided by the company • Fully remote work in Canada • 40H/week, Monday to Friday shifts • Potential for rotational shifts and after-hours support