Full-Time Customer Service Specialist

Role Description

• The Customer Service Specialist is responsible for answering and handling commercial enquiries received from customers by telephone on behalf of our clients.
• Receiving and handling Customer Service enquiries by telephone on designated products in a timely, confident, and professional manner.
• 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.

Qualifications

• 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.

Requirements

• Secondary School Diploma/qualifications or higher (science qualification at A-level or equivalent is preferred).
• Experience in a customer facing role.

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