Customer Service Specialist

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

Job Summary

The Customer Service Specialist is responsible for answering and handling commercial enquiries received from customers by telephone on behalf of our clients.

Essential Functions

Customer Service delivery

• Receiving and handling Customer Service enquiries by telephone on designated products in a timely, confident, and professional manner. This will involve taking an accurate record of the customer’s question and logging the details in a comprehensive and timely fashion in our Inquiry Handling System.
• Providing accurate responses utilizing approved standard responses and data and/or triaging enquiries to appropriate contacts for response.
• Identifying any Adverse Events or Product Quality Complaints and reporting these in accordance with the Company Standard Operating Procedures (SOPs) and client Working Practices (WPs).
• Providing administrative support and language translation support as delegated by the Manager.
• Providing overflow support for other Medical Information phone lines and email inboxes as delegated by the Manager.
  
  

Quality Assurance

• Maintaining a good level of quality in all aspects of the job.
• Independently ensuring that tasks are completed within the deadlines documented in the Company SOPs and WPs.
• Assisting with the development and maintenance of processes to ensure high standards of work are met.
  
  

General

• Adhering to company and country-specific privacy policies, ensuring any confidential information or personal data relating to the Company and its clients is managed in accordance with Data Privacy regulations described in the Company’s SOPs and the Confidentiality Statement within the Contract of Employment.
• Complying with the Company’s health and safety policies.
• Other duties as assigned.
  
  

Necessary Skills And Abilities

• Written and verbal fluency in both English and the target language for this role.
• Excellent verbal and written communication skills, including proofreading, professional telephone etiquette and exceptional customer service skills.
• Proficiency in using Microsoft Office applications, with aptitude to learn other computer systems including the Company’s Inquiry Handling System.
• Ability to multitask with attention to detail even during times of high call volume or when working within restrictive deadlines.
• Ability to identify and resolve problems in a timely manner.
• Ability to learn, listen to instructions and take on feedback, and apply this to daily operations/tasks.
• Ability to work both independently and as part of a team.
  
  

Educational Requirements

• Secondary School Diploma/qualifications or higher (science qualification at A-level or equivalent is preferred).
  
  

Experience Requirements

• Experience in a customer facing role.
  
  

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***