Customer Service Specialist for Pharmaceuticals (Returns/Call Center) - Remote based in Canada

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<p>Alphanumeric is hiring a  <strong>Customer Service Specialist</strong>  for our <strong>Vaccines Service Center </strong>(<strong>fully remote)</strong> -<strong> Based in </strong>Canada,  providing support to one of the biggest Pharmaceutical companies in the world. </p> <p>In the role of customer service specialist (remote), you will be responsible to manage the processes associated with the order to cash and reverse distribution operations for a pharmaceutical client’s vaccine portfolio. You will be engaging with the client’s customer base, trading partners, and other stakeholders to provide order and administrative support while ensuring compliance and accuracy throughout the entirety of the interaction. Additionally, you will develop and maintain strong customer relationships to fully understand and engage with the requirements of the various operational bodies to further the client’s competitive advantage as an industry leader. </p> <p><strong>Please be aware we can only hire people </strong><strong>already based in Canada </strong><strong>with fully legal and valid documentation to work in Canada. Please apply with your </strong><strong>CV in English</strong><strong>.</strong> </p> <p><strong>This position must master verbal and written English skills because it reports to stakeholders, </strong>managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in Eastern Time Zone or similar.  </p> <p><strong>Conditions</strong>: </p> <ul><li><strong>Salary</strong>: 18.50$ CAD per hour </li><li><strong>Employment</strong>: Full-time permanent </li><li><strong>Working Hours</strong>: Monday to Friday in shifts between <strong>8am - 6pm EST</strong> (40 hours/week) </li><li><strong>Type of Work</strong>: Fully remote from wherever you want in Canada with all the equipment provided </li><li><strong>Benefits</strong>: Medical, Dental, Life </li><li><strong>Mandatory </strong>to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN) </li></ul> <p><strong>Requirements</strong>: </p> <ul><li>Excellent English communication skills, spoken and written.  </li><li>Minimum of 2 years in a customer service environment preferably a call center.  </li><li>PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.).  </li><li>Experience supporting customers with various e-commerce and ticketing systems.  </li><li>Comfortable making inbound and outbound calls.   </li><li>Understanding of web navigation and standard browser software (i.e., Chrome and/or Firefox).  </li><li>Experience using standard process management methodologies.  </li><li>BA or BSc preferred (health/life sciences degree is an asset).  </li><li>Experience in the pharmaceutical and/or health/life sciences industry an asset  </li></ul> <p><strong>What issues will you be providing support </strong>to? </p> <ul><li>Returning Orders </li><li>Vaccine product inquiries </li><li>Prices and Vaccine availability  </li><li>Guidance in e-commerce website </li><li>Shipping status </li><li>Claims (order reviews)  </li><li>Website account managing: password resets/account activations </li></ul> <p><strong>Position</strong> <strong>Summary</strong>: </p> <ul><li>Achieve customer satisfaction through front-line contact with the client’s customers. Handle & respond to inbound customer calls within parameters set by customer service levels.  </li><li>Maintain advanced organizational skills, a high level of self-motivation, with the ability to work independently/efficiently in a high-pressure environment, and a proven ability to manage multiple competing priorities through to completion.  </li><li>Ability to ensure attention to detail while balancing efficient communication through multiple channels of communication.  </li><li>Maintain excellent interpersonal and telephone skills with a proven ability to forge strong relationships with customers while working effectively and collaboratively with all team members within cross-functional workstreams.  <br></li><li>Develop and maintain, using a life-long learning strategy, an in‐depth knowledge of the client's product line, pricing structures, and various channel operations strategies using the client’s available resources.  </li><li>Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns to ensure compliance and cycle time goals are met. Responsible for the timely escalation of issues/transactions outside of designated remit while also identifying issues proactively.  </li><li>Follow procedures as defined by standard operating procedures in addition to proactively identifying opportunities for process improvements.  </li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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