Customer Service/Call Center Specialist - Remote In Canada

Alphanumeric is hiring a Customer Service Specialist for our Vaccine Service Center (fully remote) - Based in Canada.

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.

Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada (Citizen, Work Permit, or PR, with valid SIN). Please apply with your CV in English.

This position must master English language skills verbally and written because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English.

Conditions:

• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)
• Benefits: Medical, Dental, Life Insurance
• Employment: Full-time permanent
• Type of Work: Fully remote from wherever you want in Canada with all the equipment provided
• Salary: 18.50$ CAD per hour
• Working Hours: Monday to Friday in shifts between 8am - 6pm EST (40 hours/week)

Requirements:

• BA or BSc preferred (health/life sciences degree is an asset).
• Understanding of web navigation and standard browser software (i.e., Chrome and/or Firefox).
• Experience using standard process management methodologies.
• Comfortable making inbound and outbound calls.
• PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.).
• Experience supporting customers with various e-commerce and ticketing systems.
• Experience in the pharmaceutical and/or health/life sciences industry an asset
• Excellent English communication skills, spoken and written.
• Minimum of 2 years in a customer service environment preferably a call center.

What issues will you be providing support to?

• Website account managing: password resets/account activations
• Shipping status
• Guidance in e-commerce website
• Returning Orders
• Prices and Vaccine availability
• Vaccine product inquiries
• Claims (order reviews)

Position Summary:

• 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.
• Follow procedures as defined by standard operating procedures in addition to proactively identifying opportunities for process improvements.
• Ability to ensure attention to detail while balancing efficient communication through multiple channels of communication.
• 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.
• 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.
• 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.
• 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.