Coordinator, Member Support

Our Purpose

P\S\L Group is a global organization dedicated to putting information at the service of medicine. The companies and people of the P\S\L Group aim to improve medical care by serving those who need it, those who provide it and those who seek to improve it.

Our primary purpose is to help clients increase the effectiveness of activities pertaining to scientific communication, medical education and product/service marketing. To this end, we want our information services to contribute to the goals we share with our clients, namely: to accelerate the advancement of medicine and help people enjoy better, longer lives.

Position Summary

Member Support is part of the Network's OpEx A-Team responsible for member support and maintenance of support channels for businesses across the P\S\L Group and ultimately reducing member turnover and increasing engagement in our businesses to drive revenue. To this end, Member Support will process queries from members, generate reports and implement strategies and tactics across P\S\L Group to ensure members queries are resolved efficiently and continuous improvement initiatives are flagged to key stakeholders.

Coordinator will report to the Director of Member Support and will be responsible for support and resolving member queries. This includes but is not limited to troubleshooting and investigating customer service issues. 

Responsibilities:

Elements of this role include, but are not limited to, the following:

• Ensure resolution of assigned support tickets according to SOP outlined by Director of Member Support
• Escalate support issues across various businesses to Director of Member Support
• Execute support crisis management tasks outlined by Director of Member Support
• Master all software/online interfaces used by Member Support to resolve tickets
• Process unsubscribe requests using template and guidelines

Skills and Qualifications:

• Bachelor's degree
• Minimum 3 years of email customer service experience, pharmaceutical market research preferred
• Working knowledge of gift card processing, payments, currencies and transactions desired but not essential
• Highly organised with the ability to prioritise effectively.
• Strong communication skills in English (written and verbal).
• Work well within a team
• Working knowledge of Excel and concept of CRM and help desk platforms

Based in Queretaro, Queretaro