400+ employees, 9 countries, and 1 mission - to amplify the voice of physicians globally.
that is where you come in. Helping unite physicians across the world to support better patient outcomes—and even save lives— is an incredible feeling. Join us!
what we're about:
* community: with 20+ years of tradition and innovation, our team has built the world's largest online community of 1.3m medical professionals and a trusted network of leading industry partners - and we're growing every day.
* innovation: our tech-first approach to the conventional worlds of physician engagement and rapid healthcare insights powers our ability to improve workflows in unique ways.
* collaboration: making an impact in healthcare is serious work, but that doesn't mean we can't have a good time while we're at it. We laugh together, we don't take ourselves too seriously, and we're always trying to make our customers crack a smile.
* summary of the job: as a member solutions specialist at sermo, you will play a crucial role in ensuring that our physician and hcp members have a seamless and positive experience from the time of registration to when they become members of the community. You will be the first point of contact for our users, providing them with exceptional support and assistance. Your role will have a direct impact on membership growth and retention.
responsibilities:
* efficiently resolve member issues, escalating complex problems to the appropriate teams when necessary, and ensuring timely responses.
* develop an in-depth understanding of sermo's customer support processes, including proper verification of prospective members and various other inquiry types.
* thoroughly learn about the sermo community platform and market research business, staying up-to-date with any changes to provide accurate information and assistance.
* respond promptly and professionally to member inquiries and support requests via zendesk or phone to properly address questions, concerns, and technical issues.
* gather member feedback, suggestions, and complaints to help improve the platform and enhance the member experience.
* find opportunities to make the team more efficient by evaluating current processes and determining how to incorporate automations and the use of technology or ai.
* actively contribute to new member growth goals by ensuring members are verified and registered in a timely manner.
* help contribute to overarching company metrics by encouraging additional actions from members like taking more surveys and referring colleagues.
skills, experience & qualifications:
* strong interpersonal and communication skills, both written and verbal.
* empathetic and patient demeanor, with a genuine desire to help others.
* customer centric mentality, always putting the members first and ensuring top quality service.
* ability to quickly learn and adapt to new technologies and platforms.
* detail-oriented with excellent organizational and multitasking skills.
* growth mindset – desire to learn new skills, take proactive measures, and excel in your career.
* previous experience in customer support or a similar role is a plus.
* familiarity with the healthcare industry, practices and practitioners is a plus.
* experience using zendesk or similar customer support software is a plus.
* english and spanish literacy and proficiency are required.
* portuguese, italian, french and/or german, literacy and proficiency are a plus.
about:
sermo turns physician experience, expertise, and observations into actionable insights for the global healthcare community. Engaging with more than 1.3 million hcps across 150 countries, the company provides physicians with a social platform and unique community that fosters impactful peer-to-peer collaboration & discussions about issues that are important to them and their patients. Sermo offers on-demand access to physicians via a suite of proprietary technology to provide business intelligence that benefits pharmaceutical, healthcare partners and the medical community at large. To learn more, visit www.sermo.com
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