Call Center Agent/Data Steward - Portuguese/English Bilingual
IQVIA
Bellville, Cape Town
Permanent
Full-time
12 days ago
Medpages, an IQVIA business, is a Healthcare Data Management company. We work closely with those in the healthcare industry to accurately and methodically add, check, verify and maintain information in the healthcare industry - across the continent. We collect contact details of healthcare practitioners and organisations in Africa for the benefit of those in the healthcare industry, our clients and the public.Medpages is located in Cape TownThis position’s working hours are from: 8:00am-5:00pm Mondays to Fridays (excludes weekends and public holidays).Work Model: Hybrid Model (Office/Home)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 callsResearch the internet to obtain information for healthcare practitionersAccurately capture information and ensure quality standards are adhered to so that the highest quality standards are achievedCapture all relevant information accurately and geocode every recordUse problem solving skills to locate practitioners and provide comprehensive notesMake 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 companyHandle objections, complaints and queries from the customers and clients in a professional and polite manner ensuring the the company brand is upheldDaily 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 teamProvide regular feedback to the leadership team on difficulties and challenges when obtaining contact information from practitionersUndertake administrative duties as & when required by the businessWork well in a team, assisting colleagues where possible to ensure a positive office environment.Achieve the set daily and monthly targetsRecognize 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 PortugueseAbility to speak and understand EnglishAbility to work well in a diverse team environmentActive listening and problem solving skillsAttention to detailCommunication skillsCustomer service skillsInterpersonal skillsOrganizational skillsTime management skillsGood typing skillsAbility to speak on the telephoneGood English writing skillsComputer skills – Google Docs, Gmail, Google Sheets, Microsoft (Word, Excel)Customer experience and data capturing experience essentialMinimum 1 year working experience in call center or similar rolesHealthcare experience would be an advantagePost matric qualifications would be beneficialIQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at
