Agent de centre d'appels

General Objective

The objective of this position is to service inbound and outbound customer interactions via phone and/or other channels. This will be done by answering inquiries from healthcare providers and consumers regarding specific pharmaceutical products and programs, utilizing approved reference materials, or escalating them to external departments. Specific individual and team quality metrics will be assigned as goals. The VCloud Management Team will review your performance periodically to ensure these objectives are being met or exceeded.

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).
• 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, as well as 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 acknowledgment 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

• Native of France and able to commute daily to the Paris 14eme area in France office (required).
• Fluent in French (required).
• Very Good English (preferably).
• Minimum of 2 years of previous experience in customer service in a call center environment (required).
• Demonstrated competency using information technology, PCs, and databases (required).
• Excellent French language, verbal telephone communication, and written skills (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).
• Strong Excel skills (required).

Education

• 4-year College Degree required.