Handle inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires.
Handle spontaneous and solicited reports, including identification of Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios.
Respond to web-based medical inquiries and product complaints received from Health Care Professional and consumers concerning the safety and effective use of all marketed products within prescribed timelines.
Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per client SOPs.
Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.
Update all templates periodically for follow-up and send it to medical reviewer for approval.
Manage and/or resolve customer complaints. Follow-up/reconciliation of discrepancies, as required.
Identify and escalate issues to supervisors.
Provide product and service information to customers, demonstrate good customer service.
Research required information using available resources.
Research, identify, and resolve customer complaints using applicable software.
Route calls to appropriate resources, as needed.
Document all call information according to Medical Information standard operating procedures.
Complete call logs and reports.
Candidate Profile:
B. Pharm/M. Pharm/ Life Science graduate.
Proficient in relevant computer applications
1-2 years of experience in a UK/US call Center environment
Knowledge of customer service practices and principles
Skillset required:
Excellent verbal and written communication skills.
Should demonstrate call etiquettes.
Should be a good listener and have people skills, customer focus, attention to detail, professionalism and be a multi-tasker.
Ability to handle stressful situation appropriately.