Job Summary
The L1 Specialist - Medical Information is responsible for providing premier customer service on inquiries, explaining client products, and handling complaints in English and other languages in a prompt, courteous, clear and concise manner. At minimum, this position handles one brand, line of business, or contact type based upon the needs and structure of the client.
Key Responsibilities
Include all or majority of the following below. Other duties may be assigned.
„h Confers with internal and/or external customers in order to provide information about Pharmaceutical and Consumer health products and/or services such as processing customer requests, orders, obtaining details of complaints over the phone, by email, live chat, social media or other method of communication;
„h Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service;
„h Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding;
„h Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints;
„h Documents customer interactions, recording details of inquiries, complaints, comments and actions taken, including Adverse Events;
„h Accuracy, thoroughness, and timeliness are key logging components;
„h Provides prompt and accurate service to promote customer loyalty for the client;
„h Obtain and examines all relevant information to identify, log and report properly customer complaints and Adverse Events;
„h Ensures that production and quality expectations are achieved and meet or exceed all client contractual requirements;