Call Center Agent/Data Steward - Portuguese/English Bilingual at IQVIA

Responsibilities:

• Communicate with healthcare practitioners across multiple channels and data capture the correct contact and personal details based on confirmation from the appropriate information partner and channel i.e. website, client files, email, and telephone calls
• Research the internet to obtain information for healthcare practitioners
• Accurately capture information and ensure quality standards are adhered to so that the highest quality standards are achieved 
• Capture all relevant information accurately and geocode every record
• Use problem solving skills to locate practitioners and provide comprehensive notes
• Make outgoing telephone calls and to verify the details of records on the Medpages database using appropriate questioning and listening skills.
• Follow the correct processes and procedures as detailed by the company
• Handle objections, complaints and queries from the customers and clients in a professional and polite manner ensuring the the company brand is upheld 
• Daily processing of internal and external client requests. Usage of all available tools to ensure thorough research before updating the Medpages platforms.
• Identify ways of improving the database and communicate this to the leadership team
• Provide regular feedback to the leadership team on difficulties and challenges when obtaining contact information from practitioners
• Undertake administrative duties as & when required by the business
• Work well  in a team, assisting colleagues where possible to ensure a positive office environment.
• Achieve the set daily and monthly targets
• Recognize that each contact with a practitioner and/or member is an opportunity to enhance and grow the company brand. Therefore assist with queries for transferring calls to other Departments.
• Daily self-management of tasks ensuring due dates are met and tasks are effectively prioritized.

Requirements (Skills and Experience)

• Ability to speak and understand Portuguese
• Ability to speak and understand English
• Ability to work well in a diverse team environment
• Active listening and problem solving skills   
• Attention to detail
• Communication skills
• Customer service skills
• Interpersonal skills
• Organizational skills
• Time management skills
• Good typing skills
• Ability to speak on the telephone
• Good English writing skills
• Computer skills – Google Docs, Gmail, Google Sheets, Microsoft (Word, Excel)
• Customer experience and data capturing experience essential
• Minimum 1 year working experience in call center or similar roles
• Healthcare experience would be an advantage
• Post matric qualifications would be beneficial