Customer Assistance Spec

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

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 and Other Job Information:

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.

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.

Qualifications:

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

Time management skills

Excellent interpersonal skills

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

Demonstrated confidence and initiative

Flexibility

Management Role:

No management responsibility

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

Occassional 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 sentences

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