Remote Customer Support / Pharmaceutical Distribution

at  TalentWorldGroup

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 :

• 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