Job Description

Alphanumeric is seeking bilingual English and Japanese candidates for a part-time job with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. In this role, Commercial Support Specialists will be responding to commercial inquiries relating to pharmaceutical orders, logistics, temperature, and storage excursion questions. The role also includes being able to identify and report potential Adverse Events (AEs) and/or Product Quality Complaints (PQCs) with concise and accurate documentation.
We can only hire people already based in Canada with fully legal and valid documentation to work in Canada. Please apply with your CV in English.
This position must master verbal and written English skills because it reports to stakeholders, managers and clients outside of Quebec, where the environment requires communication in English. Preference for people based in Eastern Time Zone or similar.
Job conditions:

• Salary: To be confirmed depending on experience and language proficiency (Japanese + English)
• Employment: Part-time permanent
• Working Hours: Monday to Friday - you will work in your target market, but need to be FULLY FLEXIBLE to cover other regions if required (US for example).
• Type of Work: Fully remote from wherever you want in Canada with all the equipment provided
• Benefits: Medical, Dental, Life Insurance
• Vacations: 3 weeks
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic manner.
• Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.
• Answers general inquiries from Consumers and/ or Health Care Providers.
• Works with third-party vendors to provide wholesale/distribution support to requesters.
• Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
• Responsible for documentation of case notes in customer relationship management system (CRM).
• Contract support, liaison, and represents the face of the client.
• Potential for rotational shifts and after-hours support.

• Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting.
• Prior experience with vaccine products in a Pharma/Biotech call center preferred,
• Previous contact center experience is an asset.
• Strong proficiency with English and Japanese (listening, speaking, writing, reading).