Offer summary

Qualifications:

Minimum undergraduate degree required., 1.5 years of experience in an International BPO/KPO or similar role., Excellent written and verbal communication skills are essential., Strong critical thinking and interpersonal skills are necessary..

Key responsabilities:

Schedule drug/clinical test registrations according to client preferences.

Manage inbound candidate phone calls and customer emails professionally.

Communicate with fulfillment departments and clinics to resolve issues related to open orders.

Conduct client needs analysis presentations and assist with training new employees.

Job description

Seeking applicants who have a passion for delighting customers, are comfortable bridging a role where you are communicating directly with a customer, while maintaining a back-office productivity focused role. Must love solving problems, building rapport with customers (internal + external), and are good with processes that are not always driven by a SOP, rather driven by critical thinking. Candidate should love working a fast paced and entrepreneurial environment with flexibility to have adjusted priorities that are determined by the customer. The mentality that ‘We work to save our customers. We say yes more than we say no’ is necessary. Join us if you like the client and operations fulfillment – this unique opportunity is a great blend between two worlds that don’t normally intersect.

Responsibilities:

Schedule Drug /Clinical test Registrations for the candidates as per the client preference/instructions.
Support Open Order Management activities.
Must be a critical thinker, able to navigate through a problem or steps in a process without a SOP.
Has an aptitude for highly technical and complex workflow environments.
Is comfortable straddling an external customer and internal customers
Can take feedback well and let feedback drive improvements in day-to-day work
Will be responsible for managing inbound candidate phone calls: Must work from a professional environment with the ability and willingness to be logged onto phones to directly interface with candidate calls
Will be responsible for managing inbound customer emails: Must be an effective communicator, with the ability to build rapport and de-escalate customer situations.
Can influence, partner and be effective in working with many internal teams to get the job done.
Is nimble, agile, comfortable with change, learning new things
Communicate and interact with fulfillment departments/Vendors/Clinics regarding issues related to OHS open Orders & to get results from Clinics Overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests.
Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
Conduct client needs analysis presentations to management as requested
Conduct and deliver additional projects as assigned by manager
Handle additional responsibilities outside of standard daily support tasks.
Taking ownership and driving client projects from beginning to end
Assists with training of new employees

Qualification & Experience:

- Minimum UG required
- 1.5 yrs of experience in an International BPO/KPO or similar role

Skills Required:

Must be able to analyze a situation and respond quickly in a courteous and professional manner
Must have excellent written & verbal communication skills.
Capable of handling a large number of calls and e-mails
An individual who does well under pressure with time-sensitive projects
Good interpersonal skills and critical thinking
Ability to handle escalated issues in a timely and professional manner and remain calm.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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