Customer Service Manager

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Customer Service Manager - Oeiras

IQVIA
Data:19-6-2019 Local: Lisboa

IQVIA™ is focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

IQVIA has approximately 55,000 employees in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring.

About the role:

Service Management competencies applied to manage from Oeiras – Portugal, SFE and CRM platforms for the Pharmaceutical Industry on EMEA, NCSA and APAC regions. Accountable for the coordination of different internal partners with connections to the distinct client projects.

Principal responsibilities:

- Client Service Single Point of Contact to effectively promote an effective Central Governance approach with all partners involved in Service Delivery;
- Run regular Service and Operations Reviews;
- Monitor and Report on client SLAs;
- Drive Continuous Service Improvement;
- Accountable for the coordination of Product Releases deliveries;
- Manage small implementations;
- Manage Business changes;
- Ensure Service Excellence.

Required Education, Skills and Qualifications:

- Strong aptitude to learn IQVIA Global Client Service Partner services processes and methodology;
- Ability to develop knowledge of IQVIA product and services portfolio;
- Proven Client / Customer Service expertise;
- Proactivity and ability to work within large teams acting with different partners;
- Ability to plan and prioritize their day to day workload to meet client deadlines with quality;
- English written and oral communication skills are essential to this role;
- Ability to review and resolve daily queries;
- Demonstrates an excellent understanding of risk associated with the role;
- Proven Information Technology knowledge in areas like Collaboration, CRM, Analytics - Reporting and Relational Databases.

Preferred Qualifications:

- Relevant high school level degree;
- ITIL Framework;
- Knowledge and Experience in Salesforce platforms;
- Experience in Customer Service: 1 - 2 years.

• A free shuttle service provided from Marquês de Pombal to our facility.

If you consider that you have the profile of the ideal candidate, send us your application through the following email with the reference REF_CSR3:
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The selected candidates will be contacted within a maximum of 15 working days.

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