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Job Description
ROLE AND RESPONSIBILITIES
- Handle inbound and outbound phone inquiries from Arabic and 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
Working hours: You will be expected to work Sunday – Thursday from 08:00/09:00 AM to 04:00/05:00 PM.
The shift time/working days might differ as per the manager and company needs.
Job Requirements
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 HCPs 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
- Minimum of 2 years of previous experience in customer service in a call center environment required.
- Previous experience handling inbound US customer service calls in a call center environment required.
- 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.
- Ability to WFH - with stable internet speed, at least 50 mbps and a conducive working environment
Education
- 4 year College Degree required
- Valid, active LPN, RN, Pharmacy license a plus
