Customer Assistant Specialist - 6 month contract

*In today's ever-changing environment, work will be remote, ultimately transitioning to our RTP Office

*3 month temporary position

*Monday through Friday shifts: 8:30am - 5:00pm

*1 weekend a month

*No pager requirements

Description

Provides 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

• 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.

*In today's ever-changing environment, work will be remote, ultimately transitioning to our RTP Office

*3 month temporary position

*Monday through Friday shifts: 8:30am - 5:00pm

*1 weekend a month

*No pager requirements

Description

Provides 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

• 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.

Education and Experience

•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, & experience

• In some cases a second language may be required

Knowledge, Skills and Abilities

• Excellent computer and keyboarding skills

• Excellent organizational skills

• Ability to handle multiple tasks

• Effective verbal and written communication skills

• Excellent problem solving skills

• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required

• Time management skills

• Excellent interpersonal skills

• Ability to work in a team environment and/or independently as needed

• Demonstrated confidence and initiative

• Flexibility

Working Conditions and Environment

• Work is performed in an office environment with exposure to electrical office equipment

• Constant interaction with clients/associates required

• Constant attention to detail-visual, mental

• Constant multi-tasking

• Daily exposure to high pressure, intense concentration needed

• Rotating shifts may be required

• Occasional driving to site locations with occasional travel

• Long varied work hours required occasionally

Physical Requirements

• 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 sente nces

• 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

• Ability to perform under stress

• Regular and consistent attendance

Education and Experience

•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, & experience

• In some cases a second language may be required

Knowledge, Skills and Abilities

• Excellent computer and keyboarding skills

• Excellent organizational skills

• Ability to handle multiple tasks

• Effective verbal and written communication skills

• Excellent problem solving skills

• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required

• Time management skills

• Excellent interpersonal skills

• Ability to work in a team environment and/or independently as needed

• Demonstrated confidence and initiative

• Flexibility

Working Conditions and Environment

• Work is performed in an office environment with exposure to electrical office equipment

• Constant interaction with clients/associates required

• Constant attention to detail-visual, mental

• Constant multi-tasking

• Daily exposure to high pressure, intense concentration needed

• Rotating shifts may be required

• Occasional driving to site locations with occasional travel

• Long varied work hours required occasionally

Physical Requirements

• 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 sente nces

• 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

• Ability to perform under stress

• Regular and consistent attendance