Blended Customer Service Representative (CSR) - Remote in Bali

Join IQVIA, a global leader in advanced analytics, technology solutions, and clinical research services, as a Blended Customer Service Representative (CSR) based in Bali, Indonesia. In this dynamic role, you will serve as the primary point of contact for venue, facility, and site staff, ensuring smooth communication and coordination throughout the clinical trial process. Leveraging your excellent communication skills and deep understanding of clinical trials, you will handle inquiries, resolve issues, and provide support to ensure the success of ongoing studies.

As a Blended Customer Service Representative, you will work closely with a diverse team of professionals, including clinical trial managers, site coordinators, and data managers. Using tools like Salesforce, ServiceNow, and Microsoft Teams, you will manage and track customer interactions, ensuring timely resolution of any issues. This role offers a unique opportunity to contribute to groundbreaking research while enjoying the vibrant culture and lifestyle of Bali.

📋 Tanggung Jawab Pekerjaan

• Act as the primary point of contact for venue, facility, and site staff, providing exceptional customer service and support throughout the clinical trial process.
• Manage and track customer interactions using Salesforce and ServiceNow, ensuring timely resolution of any issues.
• Collaborate with clinical trial managers, site coordinators, and data managers to coordinate and streamline communication.
• Provide technical and operational support to ensure the smooth execution of clinical trials.
• Monitor and report on key performance indicators (KPIs) to assess the quality and efficiency of customer service.
• Stay up-to-date with industry trends and best practices in clinical research and customer service.
• Participate in training and development programs to enhance your skills and knowledge.
• Contribute to a positive and inclusive work environment, fostering teamwork and collaboration.

🎓 Kualifikasi & Syarat

• Bachelor's degree in a related field, such as healthcare, business, or a similar discipline.
• Minimum of 2-3 years of experience in customer service, clinical research, or a related field.
• Proficient in English, both written and spoken.
• Strong communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Familiarity with clinical trial processes and terminology.
• Experience with customer relationship management (CRM) systems, such as Salesforce or ServiceNow.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Proven ability to meet and exceed customer service targets and KPIs.

🛠️ Keahlian

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