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
• 1-2 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.