Job Overview
• Flexibility to changes in shift schedules, as dictated by Management
• Communicates with end users to clarify and define requirements
• Provide comprehensive Customer/Technical support services to support center customers
• Work within Service Level Agreements
• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements
• Take all steps to resolve issues reported to them and or escalate to the appropriate contact
• Use all available reference materials to help resolve the customer’s issue/s
• Take all necessary steps to ensure customer satisfaction at the end of the service
• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components
• Promptly notify management of any potentially “dissatisfied” customers
• Follow all documented escalation procedures, including hand off times, for issues requiring immediate management intervention.
• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, etc.
• Confer with Supervisor to identify trending problems and work to develop solutions to open issues.
• Maintains call information in database using commercial software.

Qualifications

At least with 3 years of call center, with clinical experience is an advantage.

Strong command of the English Language both spoken and written.

Amenable in shifting schedules

Ability to multi – task and work on holidays / Saturdays and Sundays

Understands his / her key performance indicators

Understand the relationship of work quality and how it impacts efficiency

Dedicated at work – no Attendance issue with previous employers

Had a good stint in the from previous organizations – not a call center hopper

Example: Call center hoppers move from one organization to another in a span of 1 year or less

Ability to work with other team members

Must have clinical experience

Someone who understands medical terminologies

Example:  Laboratory Result: CBC, Hematology, Creatinine, etc.

Has good critical thinking

Strong logic formulation or thought process

Example:  thinking out loud - How many lightbulbs are there in the Philippines?  A good candidate may start from home, street, area, subdivision, district, city, region, major islands, etc (This is needed for simple troubleshooting such as password reset or can’t access account)

Ability to work with a high level of accuracy and very keen to details

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.