Requirements: English, Spanish
Company: Theramex
Region: Warsaw , Masovian Voivodeship
Job Purpose
Act as a first line of contact in regard to medical and scientific enquires for Theramex products for patients, medical professionals and other internal/external stakeholders.
Key Duties and Responsibilities
- Handling first and second line medical enquiries from all sources (i.e. emails, calls, letters etc.);
- Provision of scientifically sound responses to medical information enquires;
- Timely evaluation and escalation of the enquires as/ when required i.e. triage of adverse events (AEs), product quality complaints (PQCs), complex medical information enquires;
- Ensure that relevant and accurate information is logged in the Theramex tracking system;
- Periodic reconciliation of the enquiries, AEs and PQCs with the relevant departments within Theramex;
- Handling of non- medical information enquires and provision of excellent customer service;
- Make outbound calls to members of public where follow up action is required;
- Preparation of standard responses and Frequently asked questions documents for Theramex products;
- Any other ad hoc tasks/duties considered appropriate to the role
Minimum Requirements (Experience & Education)
Qualifications and Training:
- Education to Bachelor or Masters degree in science (i.e. biology, chemistry, pharmacy, other)
- Fluent written and spoken Spanish
- Fluent written and spoken English
Experience (preferred but not essential):
Call Centre, Control Room or other Customer Service environment
Skills:
- Excellent Customer Service skills
- Excellent keyboard skills
- Possess a high level of communication skills.
- Able to assimilate information quickly to make informed decisions and act accordingly in line with policy, practices and procedures
- Demonstrate good written, analytical and listening skills