Associate - MICC

Primary Responsibilities:

• Handle inbound and outbound calls for Adverse Events (AEs), Product Complaints (PCs) and Medical Inquiries (MIs) and non-standard inquires.

• Handle spontaneous and solicited reports, including identification of Adverse Events, Product Complaints / Medical Device complaints, legal complaints, product information, Medication errors and Special case scenarios.

• Respond to web-based medical inquiries and product complaints received from Health Care Professional and consumers concerning the safety and effective use of all marketed products within prescribed timelines.

• Follow-up directly with patients/consumers and health care professionals regarding MI/PC/AEs queries, or as per client SOPs.

• Able to generate follow-up letters and adequate information for product complaints, Adverse Event Monitoring (AEM) forms.

• Update all templates periodically for follow-up and send it to medical reviewer for approval.

• Manage and/or resolve customer complaints. Follow-up/reconciliation of discrepancies, as required.

• Identify and escalate issues to supervisors.

• Provide product and service information to customers, demonstrate good customer service.

• Research required information using available resources.

• Research, identify, and resolve customer complaints using applicable software.

• Route calls to appropriate resources, as needed.

• Document all call information according to Medical Information standard operating procedures.

• Complete call logs and reports.

Candidate Profile:

• B. Pharm/M. Pharm/ Life Science graduate.

• Proficient in relevant computer applications

• 1-4 years of experience in a UK/US call Center environment

• Knowledge of customer service practices and principles

Skillset required:

• Excellent verbal and written communication skills.

• Should demonstrate call etiquettes.

• Should be a good listener and have people skills, customer focus, attention to detail, professionalism and be a multi-tasker.

• Ability to handle stressful situation appropriately.

• Excellent data entry and typing skills.