Job Description
Customer assistant specialist with French- (remote opening for Bulgaria)
At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life – enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on now and in the future.
Location/Division Specific Information
Within Medical Communications, we improve patient health by supplying medical information services to our customers, patients and healthcare providers. We engage with healthcare professionals, regulatory agencies and pharmaceutical customers to help them navigate regulatory and compliance requirements around the world. We run medical information inquiries, document adverse events and product complaints, report product launches, prepare standard responses to inquiries and develop process improvements for customer implementation.
A day in the Life:
The Customer Assistance Specialist provide 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 perform administrative responsibilities as needed.
- Provides high quality customer service to client such as : customers, consumers, health care professionals (HCP), and others
- Documents customer 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.
- Responding to non-medical information questions and processing of medical information requests (such as fulfillment, availability, device support)
- Performs line checks and system verifications, and generate reports.
Education
University degree in a related field, or a high school/secondary diploma. 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.
Experience
Experience in a call center environment will be considered an advantage.
Knowledge, Skills, Abilities
- Excellent organizational skills
- Strong attention to detail
- Ability to handle multiple tasks
- Effective verbal and written communication skills
- Excellent problem solving skills
- Excellent language skills (comprehension, speaking, reading and writing)
- Fluency in English and French is required
- Excellent computer, verbal and written skills
- Time management skills
- Excellent interpersonal skills
- Ability to work in a team environment and/or independently as needed
- Demonstrated confidence and initiative
- Flexibility