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Customer Serv. Spanish and Italian (Multilingual)

Job description

Our client has a new job opening for Customer support agent with Spanish & Italian (Native Level)

Our client is a Multinational organization who combines scientific knowledge and communication expertise and the role requires a fully fluent trilingual. 

Qualifications required:

  • Bachelors degree with relevant customer service experience. Business experience.
  • Fluency in English & Spanish & Italian.
  • Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner
  • Good time management skills.
  • Excellent written skills to succinctly, accurately and objectively respond to customer queries

Responsibilities:

  • Handle calls requesting product information
  • Answer calls in a courteous, professional manner with predefined answers/resources.
  • Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate procedures.
  • Accurately record all communication transactions information in the database.
  • Document concisely, in accordance with best company practices.
  • Facilitate fulfilment of customers’ requests
  • Escalate all enquiries without predefined answers
  • Other duties and special projects that are assigned by management (experience related).
  • Ensure optimal customer satisfaction.
  • Additional Skills/Preferences
  • Knowledge of service centre or medical information operational experience development, scientific or medical communications field
  • Project management experience
  • Systems - MS Office, Salesforce, Veeva, Interaction Client Phone system


Compliance:

  • Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
  • Familiarise with all applicable policies, documentation & training materials to ensure you operate in a fully compliant manner
  • Ensure ownership for all applicable Operational controls for your area
  • Support all investigations, monitoring and affiliate audits as required
  • Ensure high levels of confidentiality to protect customer sensitive data

People:

  • Actively work with the core team members, customers & internal business partners to build effective working relationships

Customer:

  • Demonstrate excellence in all interactions with our external customers & GBS internal business partners
  • Focus on measuring & improving our customer’s experience with the GBS
  • Continuous Improvement
  • Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
  • Actively work with the core team members & Regional/Global Medical Information team to drive improvements for processes

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