Customer Experience Associate Ii

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.
- **Conduent is hiring a Remote Customer Experience Associate II-Toronto, Canada**
- Must be a resident of Canada
- Must be fluent in French and English
- Training hours-8-5:00 M-F (6 weeks)
- Shifts after training will vary between 8:00am-8:00pm M-F
- Pay up to $22.33 CAD
- Must pass a pre-hire background check

Customer Care Associate, 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.

Additionally, the Customer Care Associate may contribute to outbound initiatives, making contact with customers to clarify information received on phone and non-phone inquiries.

**Responsibilities**:

- Evaluate, respond to and/or escalate phone and/or non-phone customer inquiries as appropriate.
- Provide product and disease state information covering both on and off label information within the guidelines of Standard Responses
- Provide world-class customer service and immediate resolution to inquiries
- Comply with all industry regulations including adverse event and product quality processes
- Manage all assigned project work in a timely manner
- Maintain up-to-date knowledge of product, medical, disease and industry information
- Obtain pertinent customer information and record customer interactions in appropriate systems
- Interact with team members to manage a broad number of product, medical and business issues and share best practices
- Handling of PHI and other sensitive and/or confidential business and medical information

**Qualifications**:

- 6 - 12 months experience in a call center and customer service environment within the pharmaceutical or medical device industry or within another healthcare setting is _desirable_
- _ Must be_ fluent in **English and French** (able to read, write and speak the language)
- Experience providing medical information and customer service to healthcare professionals over the phone or via written communication strongly _preferred_
- Experience within a regulated area which may include quality, safety or other similar area and a working knowledge of Medical Communications/Information is_ desirable._
- Demonstrated competency using information technology, PCs and databases
- Excellent verbal, telephone communication and written skills required
- Ability to multitask, good organizational and time management skills
- Good problem solving and decision-making skills
- Good interpersonal skills with team player attitude

**Education**:

- A graduate of any 4-year college program (BS or BA) preferably any health sciences discipline such as Nursing; Pharmacy is _preferred._
- 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._