Ashfield, part of UDG Healthcare plc: Bilingual Customer Service Representative

The Bilingual Customer Service Representativeis a critical role in our mission to deliver timely, accurate and professional customer service to our Ashfield clients.

This position requires an action-oriented, flexible problem-solver who will be able navigate a variety of software tools.This role is temporarily remote due to COVID-19.Job responsibilities:As part of the CSR Helpdesk, respond to all escalations from incoming calls, chat and emails from our client base (including physicians, other HCP’s, patients, clients and consumers); Manage all failed faxes being sent from SampleCupboard to HCPs; Instrumental inmaintaining the physician database up to date and accurate, while following all specified rules for registration to ensure compliance; Will communicate with physicians, other healthcare professionals, client sales/service representatives, patients, consumers etc…; Verify accuracyof order request form for proper completion and determine if information requires clarification or contains any reportable information and submit to order processing team; Identify reasons for letter generation and complete the letter submission process as well as the reminder process; Complete daily order fulfilment for certain fulfilment programs; Complete the weekly fax notifications for order submission; Perform certaindata entry tasks for disbursement entry, task logging, auditing, etc.

; Manage program returns/undeliverables; Maintain systems to ensure that there are no issues with orders to which have already been entered; Report any potential issues to the Team Manager, CSD; Assist team members (CSR’s) in the accomplishment of their duties and act as expert on departmental procedures for the CSR team; Assist Team Manager CSD in the accomplishment of their duties including special projects that require administrative and program support; May act as a backup for other staff members; Identify AE’s, PQC’s and deviations and report to QA Director or as policy dictates; Log and escalate complaints to the appropriate channels.

Knowledge and skills required:Must be bilingual in French and English.Detail oriented.Completed university degree or collegial diploma (D.E.C.), or equivalent job experience.2 years’ experience in a customer service team or call centre.Ability to multi-task phone, data entry and customer service in a challenging and fast-paced environment.Able to organize own workload, prioritize and meet deadlines.Demonstrated customer focus and service orientation – ‘can do’ attitude and results oriented.Excellent interpersonal, written and verbal communication skills.