Job Summary

Key Responsibilities

Skill Requirements

Other Requirements

Register HCPs and laboratory results; Principal Responsibilities: (Essential Function) Include all or majority of the following below. Other duties may be assigned.  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;  Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service;  Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding;  Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints;  Documents customer interactions, recording details of inquiries, complaints, comments and actions taken, including Adverse Events;  Accuracy, thoroughness, and timeliness are key logging components;  Provides prompt and accurate service to promote customer loyalty for the client;  Obtain and examines all relevant information to identify, log and report properly customer complaints and Adverse Events;  Ensures that production and quality expectations are achieved and meet or exceed all client contractua  Confirm and update customer profile information as needed;  Follow all documented escalation procedures, including issues requiring 3rd party intervention;  Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers; Education/ Experience  Bachelor’s degree in scientific discipline required;  Related experience and/or training; or equivalent combination of education and experience, preferably in a contact center. Certificates, Licenses, Registrations  This position requires completion and certification of all program-related training, and all other Privacy and Compliance related training. Skills & Competencies  Very good written and spoken command of English;  Very good written and spoken command of foreign languages different from English will be considered an advantage;  Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids;  To write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person;  Ability to type fast with a high degree of accuracy while talking;  Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations;  Proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer’s inquiry;  Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.);  Ability to manage difficult, irate or emotional customers while maintaining composure;  Ability to multi-task;  Excellent time and process management skills, strong data integrity and attention to detail;  Ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements.