Customer Assistance Specialist

Planet Pharma; Morrisville (NC); Hybrid; USD 35,000 - 50,000; Full time

Job summary

A leading pharmaceutical company is seeking a Customer Service Representative in Morrisville, NC, to provide high-quality service to clients including healthcare professionals. Responsibilities include documenting client interactions, processing medical information requests, and adhering to regulatory guidelines. Ideal candidates should possess at least a high school diploma, strong organizational and communication skills, and ability to work efficiently under pressure. Previous experience in customer service preferred.

Qualifications

• High School diploma or Secondary school diploma or equivalent.
• At least 2 years of relevant experience or equivalent combination of education and training.
• Fluency in a second language may be required in some cases.

Responsibilities

• Provide high quality customer service to clients.
• Document interactions according to guidelines.
• Maintain knowledge of policies and procedures.
• Process medical information requests.
• Perform line checks and generate reports.
• Handle additional duties as assigned.

Skills

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

Excellent computer and keyboarding skills

Excellent interpersonal skills

Ability to work in a team environment

Demonstrated confidence and initiative

Education

High School diploma or equivalent

2 years relevant experience

Job description

Worker would come in office once per week. The program’s hours of operation is M-F 8 am-8 pm EST and Sat-Sun 9-5 pm EST. All staff will be required to work a rotating schedule for all hours of operation, including weekends.

Summarized Purpose:

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
• Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills and 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 skills in a second language may be required
• Excellent computer and keyboarding skills
• Excellent interpersonal skills
• Ability to work in a team environment and/or independently as needed
• Demonstrated confidence and initiative