Customer Assistance Specialist

About the Role

As a Customer Assistance Specialist, you will provide high-quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. You will document interactions according to PPD and client guidelines, identify adverse events (AEs) and product complaints (PCs), and perform administrative responsibilities as needed.

Responsibilities

• Provide high-quality customer service to client customers including consumers, HCPs, and client personnel.
• Document interactions according to PPD and client guidelines.
• Identify adverse events (AEs) and product complaints (PCs).
• Maintain knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Process medical information requests (e.g., fulfillment) via email, fax, and regular mail.
• Perform line checks and system verifications, and generate reports.
• Perform other duties as assigned.

Requirements

• High School diploma / Secondary school diploma or equivalent and relevant formal academic/vocational qualification.
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, and experience.
• In some cases, a second language may be required.
• In some cases, an equivalency consisting of a combination of appropriate education, training, and/or directly related experience will be considered sufficient.

Environmental Conditions

• Work is performed in an office environment with exposure to electrical office equipment.
• Constant interaction with clients/associates required.
• Constant attention to detail—visual and mental.
• Constant multitasking.
• Daily exposure to high pressure, intense concentration needed.
• Rotating shifts may be required.
• Occasional driving to site locations with occasional travel.
• Frequently stationary for 4-6 hours per day.
• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Occasional mobility required.
• Occasional crouching, stooping, bending, and twisting of upper body and neck.
• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. or 6-9 kgs.
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
• Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.
• May interact with others, relating and gathering sensitive information. Interaction includes diverse groups.
• Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration.
• Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence.
• Regular and consistent attendance.

Schedule

Rotational days/weekends.