Customer Assistance Spec

Job TitleProvides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs).

Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.Essential Functions and Other Job InformationEssential Functions:Provides high quality customer service to client customers including consumers, HCPs, and client personnel.Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs.Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.Performs line checks and system verifications, and generate reports.Performs other duties as assigned.Job Complexity:Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.Job Knowledge :Applies acquired job skills and company policies and procedures to complete assigned tasks.Supervision Received:Normally follows established procedures on routine work, requires instructions only on new assignments.Business Relationships:Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involve obtaining or providing information or data requiring some explanation or interpretation.QualificationsEducation and Experience:High School diploma / Secondary school diploma or equivalent and relevant formal academic /vocational qualificationPrevious experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experienceIn some cases, a second language may be requiredKnowledge, Skills and Abilities:Excellent organizational skillsStrong attention to detailAbility to handle multiple tasksEffective verbal and written communication skillsExcellent problem solving skillsExcellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be requiredExcellent computer and keyboarding skillsTime management skillsExcellent interpersonal skillsAbility to work in a team environment and/or independently as neededDemonstrated confidence and initiativeFlexibilityManagement Role:No management responsibilityWorking Conditions and Environment:Work is performed in an office environment with exposure to electrical office equipmentConstant interaction with clients/associates requiredConstant attention to detail-visual, mentalConstant multi-taskingDaily exposure to high pressure, intense concentration neededRotating shifts may be requiredOccasional driving to site locations with occasional travelLong varied work hours required occasionallyPhysical Requirements:Frequently stationary for 4-6 hours per dayRepetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wristsOccasional mobility requiredOccasional 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-shelfAbility 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 sentencesMay interact with others, relating and gathering sensitive information. Interaction includes diverse groupsWorks with guidance or reliance on oral or written instructions from management. May require periods of intense concentrationPerforms a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrenceAbility to perform under stressRegular and consistent attendance