Contact Center Analyst - Italian Speaking

Contact Center Analyst - Italian Speaking

Lisbon, Portugal

Homebased/Remote

The Contact Center Analyst will be the primary contact for Pharmaceutical Advisors. As a Contact Center Analyst, you will help with the technical assistance services and provide a first-line support service to the Customer Relationship Management (CRM) System.

The Contact Center Analyst will provide email, phone, and remote technical assistance to the customers to solve problems related to product use or malfunctions within the system.

What to expect

• Helping with the technical assistance services and providing first line support service.
• Registering calls in the Help Desk Management tool according to the agreed procedures.
• Provide remote technical assistance to the customers to solve the problems related to the product use or a malfunctioning order.
• Answer customers' calls, collect inquiries, analyse users' requirements, and provide telephone/email/network-based support to the customers.
• Report the customers' problems to the relevant department, identifies and communicate the solution to the customer.
• Involve the company's technical assistance resources for a customer service visit when a remote solution is not possible.
• Follow up the incidents until their resolution or their closing.
• Alert the Help Desk Supervisor or Help Desk Manager in case of issue.
• Update and complete the helpdesk knowledge database,
• Keep updated on the company products.
• Act as a reference for his colleagues.
• Share the information with the other team members and the management.
• Contribute to the integration of new colleagues (training, monitoring).
• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator).
• As required, assist, or provide training for clients.

What we're looking for

Education & experience:

• College certificate or equivalent experience
• If possible, previous experience in Service Desk Operation.
• Knowledge of Pharma industry is a plus.

Skills & Competencies:

• Native speaker in Italian or Fluent.
• English - Professional proficiency.
• Windows Operating System.
• Microsoft Office.

Competencies

• Strong Communication Skills.
• Customer service experience.
• Problem solving skills.
• Ability to think logically.
• Ability to work under pressure.
• Team player.
• Ability to learn quickly.

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

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.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.