Connecting Talent to opportunity

Connecting Talent to opportunity

French and Arabic Customer Support


Job Description:

Responsibilities for the French and Arabic Agent:

  • Answering requests from predominantly patients but also HCPs on technical issues relating to company medicines or device use compliantly
  • Work with Marketing Affiliates on complaints metrics, tends and summary reports.
  • Integrate compliance into daily activities and working practices.
  • Cooperate with service quality investigations, monitoring, audits or inspections.
  • Ensure complaints are treated and closed within timelines outlined in GQS-130 and local complaint procedures
  • Following business procedures including adverse events and product quality complaints reporting to ensure regulatory compliance
  • Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process
  • Ensure sufficient information is collected, stored and shared compliantly on customer feedback, customer or brand insights, patient stories or service successes for insights reports.
  • Handle requests about company medicines or devices from the general public, HCPs or company sales/medical representatives on frequently asked questions or technical issues.
  • Answer all contacts in a courteous, professional manner using predefined balanced, accurate and non-promotional answers/resources and knowledge systems.
  • Ensure optimal customer experience (CX) for all customer contacts using advanced customer interaction skills in conjunction with excellent technological solutions skills.
  • Documenting all customer interactions in the appropriate Customer Relationship Management (CRM) systems.
  • Documenting all connected care related complaints steps in Trackwise system.
  • Ensuring immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.
  • Fluent Arabic + fluent French
  • Some business travel may be needed for business, team or project meetings
  • Job Type

    Permanent, Full Time

  • Work Authorisation


  • Industry Sector Health, Nursing
  • Years Experience

    1+ years

  • Career Level

    Entry Level

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