Agent de Centre D'appels

**General Objective**

The objective of this position is to service inbound and outbound customer interactions via phone and/or other channels. This will be done by answering inquiries from Healthcare Providers and Consumers regarding specific Pharmaceutical products and programs by utilizing approved reference materials or escalating to external departments. Specific individual and team quality metrics will be assigned as goals. The VCloud Management Team will review your performance periodically to assure these objectives are being met or exceeded.

**Job Description Primary Role and Responsibilities**

**Customer Experience Representative (CER)** - a customer-focused individual who serves as the primary resource for healthcare professionals (HCPS) and consumers (PCC) regarding products and services. The CER utilizes his/her customer service experience and product/program training to communicate specific messaging.

The CER utilizes excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships, while responding to customers’ inquiries.

**Specific Requirements**
- Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).
- Provide product and program information within the guidelines of the call script, standard FAQ responses and training updates.
- Effectively and consistently communicate messages as required Evaluate and escalate calls to external departments as appropriate.
- Comply with all client regulations including adverse event and product quality processes and HIPAA Regulations.
- Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.).
- Complete and maintain all required training and acknowledgement logs within the appropriate time frame.
- Obtain pertinent customer information and record customer interactions in appropriate CRM systems or escalation forms.
- Interact with team members, supervisors, and potentially clients, sharing suggestions, technical issues and best practices

**Qualifications**
- Looking for applicants that are currently authorized to work in France.
- Able to commute daily to our office in Paris.
- Fluent in French is a Must
- Very Good English (required)
- Minimum of 2 years of previous experience in customer service in a call center environment (_**required).**_
- Demonstrated competency using information technology, PCs and databases (_**required).**_
- Excellent verbal telephone communication and written skills (_**required).**_
- Ability to multitask with good organizational, time management, problem-solving and decision-making skills (_**required).**_
- Ability to communicate with customers utilizing exceptional customer service skills, business skills and soft skills (_**required.**_
- Ability to meet/exceed assigned metrics/goals_**(required).**_

**Education**
- 4 year College Degree _**required**_
- Valid, active medical degree or license(MD,LPN, RN, Pharmacy) (_**a plus not required)**_

Status: Cadre

Pay: 35,000.00€ - 40,000.00€ per year

Application Question(s):

- Are you able to commute daily our Office in 14 area in Paris?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Call Center: 2 years (required)

**Language**:

- English (preferred)

License/Certification:

- work authorization to work in France? (required)

**Location**:

- Paris (required)