Consultant (Service Management) , T&A, China (R1092398) in Shanghai, China at IQVIA™

Date Posted: 9/28/2019

Job Snapshot

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Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.


  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and guide support team members to follow up problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities
  • Deliver TTT/end user training both during system deployment and for steady state requirements

Knowledge, Skills and Experience

  • Proven customer service working experience together with knowledge of healthcare/managed care environments and operations
  • Working knowledge of customer service software, databases and tools
  • Demonstrable analytical, interpretative and problem-solving skills
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Be able to work in a rapid development environment and be able to influence and solve issues collaboratively while fostering teamwork.
  • Be able to manage multiple concurrent schedules and commitments
  • Be able to work both independently and as a team member
  • A strong knowledge of managed care processes and the health care industry
  • Having SFDC knowledge will be a credit

Educational/Training and Certification Requirements

Bachelor’s degree in business, marketing, economics, engineering, communications, life sciences or field of study focused on structured analysis to decompose, interpret conceptualize and translate knowledge of complex systems recommended; knowledge of theories, principles, and concepts typically acquired through completion of a bachelor’s degree.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

Job ID: R1092398