Alphanumeric is hiring a Bilingual Customer Care Specialist (English/French) for Pharmaceuticals to work remotely supporting one of the biggest pharmaceutical companies in the world. You'll be providing support for products related to diabetes, obesity, rare diseases, cardiovascular and liver health.This is a high-volume contact center, and candidates are chosen to deliver an optimized customer service experience in a personalized manner. This role plays a critical role in supporting patients, healthcare professionals, and internal stakeholders by providing accurate, timely, and empathetic responses while upholding the highest standards of quality, compliance, and ethics.This candidate will respond to FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department. The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reportingPlease be aware we can only hire people already based in Canada with fully legal and valid documentation to work in CanadaPlease apply with your CV in English, as the hiring managers are not based in Quebec. This position must master verbal and written English skills in addition to French, because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in the Eastern Time Zone or similar.Conditions/Offer:Type of work: Fully remote in Canada, preferably based in Eastern Time Zone or close by.Start Date: September 21stPay rate: 45.000 CA$ gross/yearWorking hours: 40H/weekShifts:



Monday to Friday from 9:00 AM EST to 8:00 PM EST - 8h shifts with 1hour for lunch break in betweenTraining: 3 weeks of training + 1 week of certification = 4 weeksTraining Hours: M-F 8:0 AM to 5:00 PM EST.Vacations: 2 weeks paid vacationEquipment: All provided by the company, no need to buy any equipment.Mandatory to be based in Canada with fully legal and valid documentation (WP, PR and SIN). Please note we do not provide sponsorship.Requirements:Strong proficiency in English and French (mandatory to speak both languages fluently)Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial settingPrior experience with pharmaceutical products in a Pharma/Biotech call center preferredPrior experience with Salesforce and Vonage is preferredKey Attributes and Responsibilities:Responds general inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders in a professional and empathetic mannerAnswers general inquiries from Consumers and/ or Health Care ProvidersNavigates and provides assistance navigating sitesWorks with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service.Assists with temperature excursion inquiries and updates (ie.



temperature excursion origination)Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)Responsible for documentation of case notes in customer relationship management system (CRM)Contract support, liaison and represents the face of clientPotential for rotational shifts and after-hours supportRequired Skills/Abilities:Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email.Strong listening skills with a explicit sense of empathy for the caller that is being assisted.Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiriesWillingness to learn to identify adverse events or product complaints and to be able to document and report themAbility to handle all channels of work: calls/chats or emailsDemonstrated ability to problem-solveDedicated team player that has a customer service approach and is solution-orientedAbility to learn and navigate new systems and technologies quicklyTechnical Skills:Operating systems: Windows through current versionMicrosoft Office toolsPC Hardware workplace: Laptops, Desktop and PrintersContact center telephony, email, and chat tool - preferredKnowledge in using client relationship management system - preferredOther Requirements:Ability to sit for long periods of timeBasic computer and hardware proficiency to set up remote workstationHardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps downloadMust have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.

📌 Software Developer Manager (Montreal) (Quebec City)
🏢 Intelerad
📍 Quebec City