Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback
Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media) with strict adherence to confidentiality / privacy agreements and policies and procedures
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding
Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures.
Fulfill seamlessly all the tasks and responsibilities of the given operations process based on the requirement of the Standard Operating Procedures (SOPs).
Strive for quality work in handling phone calls, administering in databases, book keeping and in other customer service activities.
Effective and professional verbal and written communication both with internal and external customers, partners.
Active participation in the defined training courses and the practical implementation of the new skills in the work processes.
Keep working hours and break times according to the internal policies in certain cases based on the official working days of the given service region.
Participate in regular / occasional teleconferences / meetings with the Customer.
Develop action plans to resolve operations issues and coordinate their implementation.
Very good knowledge of Spanish, C1
Communicative level of English.
Relevant work experience in this field.
Good MS Office (especially MS Excel) knowledge.
Analytical thinking and ability to learn fast.
Personal culture and client management expertise.
High motivation and ability to learn.
What can we offer?
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts