Supervisor, Customer Experience
hace 2 semanas
About Conduent:
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Supervisor, Customer Experience - Healthcare Information Center - with German and English languages
Are you a seasoned customer service professional ready to lead and mentor a team as a Supervisor in the Healthcare Information Center?
Can you effectively oversee customer service inquiries and ensure high-quality service delivery in a dynamic call center environment?
Contract:
Permanent contract with 6 months of probation period.
Hours of work:
Monday-Friday from hrs CET (it can be 1-2 hrs early or late, depending on the need).
Location:
Remote in Spain:
- from home anywhere in Spain
About the Role:
Conduent is looking for a dedicated Customer Service Supervisor to join our Healthcare Information Center team.
As a key leader, you'll play a pivotal role in managing customer inquiries, providing guidance to team members, and contributing to outbound initiatives.
If you're an experienced customer service professional ready to step into a supervisory role, we want to hear from you.
Responsibilities:
- Overseeing and managing all customer inquiries to successful resolution.
- Providing guidance to team members in delivering product and disease state information within the guidelines of Standard Responses.
- Ensuring the team delivers worldclass customer service and achieves immediate resolution to inquiries.
- Coordinating and communicating messages, timely product information, and specific offers to physicians, healthcare staff, and/or consumers via outbound teleservice.
- Evaluating and escalating calls as appropriate, ensuring compliance with industry regulations.
- Managing and prioritizing assigned project work to meet deadlines.
- Maintaining uptodate knowledge of product, medical, disease, and industry information.
- Monitoring and recording customer interactions, addressing issues, and sharing insights with team members.
- Collaborating with team members to manage various products, medical issues, and business challenges.
- Assisting with Call Monitoring and Quality Checks, providing guidance to team members.
- Conducting Calibration Sessions and attending Client Meetings.
- Supporting the professional development of team members through mentoring and guidance.
- Handling escalated transactions, providing specialized information with warmth and empathy.
- Guiding endtoend resolution of customer issues seamlessly and efficiently.
- Performing other duties as assigned and ensuring compliance with all policies and standards.
Qualifications:
- Life Science Degree or equivalent experience.
- Education:
- Assistants of pharmacists, as well as persons who have completed training as technical assistants in the fields of pharmacy, chemistry, biology, human or veterinary medicine
- Previous experience in a supervisory role within a call center environment.
- C1/C2 level German language and B2+ English.
- Experience providing medical information and customer service to healthcare professionals over the phone strongly preferred.
- Competency using information technology, PCs, and databases.
- Excellent verbal and written communication skills.
- Ability to multitask and make sound decisions in a dynamic environment.
- Strong leadership, interpersonal, and organizational skills.
- Team player attitude with a commitment to fostering a positive work environment.
- Have legal authorization to work permanently in the country without the need for visa transfer or visa sponsorship.
What you get:
- Competitive salary.
- Opportunities for professional growth.
- Benefits for employees such as great discounts on health insurance.
- Excellent working environment.
Closing:
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- At Conduent, _we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible._
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