1.0 - 5.0 years

0 Lacs

karnataka

On-site

The primary responsibilities of this role include handling inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) as well as non-standard inquiries. This entails managing both spontaneous and solicited reports, which involves identifying Adverse Events, Product Complaints, Medical Device complaints, legal complaints, product information, Medication errors, and Special case scenarios. Additionally, the role requires responding to web-based medical inquiries and product complaints received from Health Care Professionals and consumers in a timely manner. Following up directly with patients, consumers, and health care professionals regarding MI/PC/AEs queries is essential, as is the ability to generate follow-up letters and provide adequate information for product complaints and Adverse Event Monitoring (AEM) forms. Updating all templates periodically for follow-up and sending them to the medical reviewer for approval is also a key responsibility. Managing and resolving customer complaints, including follow-up and reconciliation of discrepancies, as well as identifying and escalating issues to supervisors are integral parts of the role. Providing product and service information to customers, demonstrating good customer service, researching required information using available resources, identifying and resolving customer complaints using applicable software, routing calls to appropriate resources when necessary, documenting all call information according to Medical Information standard operating procedures, and completing call logs and reports are also important duties of this position. The ideal candidate for this role should have a B. Pharm/M. Pharm/ Life Science graduate degree, proficiency in relevant computer applications, and 1-2 years of experience in a UK/US call center environment. Knowledge of customer service practices and principles is also required. The key skillset required for this position includes excellent verbal and written communication skills, demonstrated call etiquettes, good listening and people skills, customer focus, attention to detail, professionalism, and the ability to multitask. The candidate should also be able to handle stressful situations appropriately and possess excellent data entry and typing skills.,

Posted 1 week ago

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