Customer Service Representative

Job description

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. We are seeking dedicated Global Emergency Call Center Agents to support our clinical trial operations across 60+ countries. The role involves handling inbound and outbound calls and emails, validating emergency medical contact information, and ensuring accurate documentation and escalation for clinical trial sites. This position requires strong communication skills, attention to detail, and the ability to work in a structured, high-compliance environment. Agents will be part of a global team providing 24/7 coverage. Key Responsibilities Handle inbound calls (50–100/year) from investigational site staff seeking to connect with Emergency Medical Contact (EMC). Conduct outbound calls and email checks (~700/quarter) to validate and update EMC contact lists across global sites. Accurately document call details, outcomes, and escalation actions in the system of record. Escalate urgent or critical issues to the designated Emergency Medical Contact following standard protocols. Provide clear, professional, and empathetic communication with clinical site staff. Ensure compliance with our processes, confidentiality standards, and data privacy regulations. Support language requirements, with interpretation services as needed. Collaborate with supervisors and global counterparts (UK, US/LatAm, PH teams) to ensure seamless coverage. Qualifications Education: At least high school graduate or equivalent work experience in customer service, healthcare support, or BPO environment. Prior call center, healthcare support, or clinical trial experience preferred but not required. Strong background in handling international clients and escalations an advantage. Excellent English communication skills (verbal and written). Strong attention to detail and ability to follow structured protocols. High level of professionalism, empathy, and ability to remain calm in emergency or urgent situations. Good documentation and computer literacy skills (MS Office, CRM/Call logging tools). Willingness to work in rotating shifts to provide 24/7 coverage. TransPerfect Connect (TPC) is the world's leading provider of remote interpreting solutions, including over-the-phone interpretation (OPI), video remote interpretation, multilingual email and chat support, business process outsourcing, and global call center services. TRI offers services in over 170 languages and employs industry-specialized interpreters screened for subject expertise. TPC is a division of TransPerfect, the world’s largest privately held provider of language services and globalization management technology solutions. TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.