Call Center Operations Specialist
Galderma
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida, New Jersey, North Carolina, South Carolina • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Conduct Call Center Customer Care activities for all products which includes creating and maintaining standard, approved customer responses, and responding to external customer requests as needed in addition to other related activities
- Act as Call Center database administrator responsible for maintaining all database content and application user licenses (mainly all Galderma field employees), training, and support
- Functions as key contact for all stakeholders and troubleshooting identified issues, providing information needed for system health checks, capacity, and system updates
- Collaborate with other departments and affiliates to support product related activities (e.g., product launches, brand initiatives and programs, etc)
- Monitor Customer Care cases (including data entry, case documentation, responses, etc.) created by vendors for specific department activities providing timely feedback to remediate findings
- Participate in training applicable vendors and partners (e.g., Call Center vendors, Sales, Medical, Quality, Pharmacovigilance, etc.) including developing training content (i.e., product, processes, templates, etc.)
- Update department processes to reflect company policies/contracts, strictly adhere to all applicable compliance guidelines, and account for program trends/data indicating changes required to maximize operational efficiency
Requirements
- Bachelor’s degree and minimum of three (3) years of relevant experience in a contact/call center or database administration preferred
- Additional years of experience in lieu of a bachelor’s degree will be considered
- Experience in the pharmaceutical/biotechnology/medical devices industry highly preferred
- Experience with Medical Information systems preferred (e.g., IRMS, Lifesphere Medical Affairs, Veeva MedComms, etc.)
- Business analysis or project management experience is a plus
- Good understanding of data management and interpretation
- Experience within a corporate setting and the ability to think strategically to model and guide compliant behavior to internal and external colleagues
- Experience with and ability to manage relationships with external suppliers required
- Proven training and presentation skills and ability to update training documentation required
- Demonstrated strong analytical and organizational skills
- Ability to manage multiple tasks simultaneously; continuously assess prioritization of work streams based on evolving business needs and achieve results within strict timelines
- Excellent written and verbal communication skills and ability to persuade with verbal and written communications involving multiple key client groups maintaining a high level of credibility, professionalism, and customer focus.
- Ability to interface effectively with a variety of technical platforms
- Proficient in MS Word, Excel and Outlook.
Benefits
- Access to a range of company benefits
- Competitive wage with shift differential
- Annual bonus opportunities
- Career advancement and cross-training
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
database administrationdata managementbusiness analysisproject managementtraining developmentcase documentationcustomer carecompliance guidelinesanalytical skillsorganizational skills
Soft skills
communication skillsrelationship managementstrategic thinkingpresentation skillscustomer focusmulti-taskingprioritizationcredibilityprofessionalismcollaboration