Customer Assistance Spec

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Summarized Purpose:

• Provides high quality customer service to client customers including consumers, health care professionals
• (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies
• adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and
• performs administrative responsibilities as needed.

Essential Functions and Other Job Information:

Essential Functions:

• •Provides high quality customer service to client customers including consumers,
• HCPs, and client personnel.

• •Documents interactions according to PPD and client guidelines. Identifies AEs
• events and PCs.

• •Maintains knowledge of policies and procedures including client products, SOPs,
• protocols, GCPs, and all applicable regulatory requirements.

• •Processes medical information request (e.g., fulfillment) via e-mail; fax and
• regular mail.

Performs line checks and system verifications, and generate reports.

Performs other duties as assigned.

Job Complexity:

• •Works on assignments that are semi-routine in nature but recognizes the need for
• occasional deviation from accepted practice.

Job Knowledge :

• •Applies acquired job skills and company policies and procedures to complete
• assigned tasks.

Supervision Received:

• •Normally follows established procedures on routine work, requires instructions only
• on new assignments.

Business Relationships:

• •Contacts are typically with individuals within own department and occasionally with
• contacts outside own organization. Contacts involve obtaining or providing
• information or data requiring some explanation or interpretation.

Qualifications:

Education and Experience:

• •High School diploma / Secondary school diploma or equivalent and relevant formal academic /
• vocational qualification

• •Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to
• at least 2 years) or equivalent combination of education, training, & experience

In some cases, a second language may be required

• Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years
• of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills and Abilities:

Excellent organizational skills

Strong attention to detail

Ability to handle multiple tasks

Effective verbal and written communication skills

Excellent problem solving skills

• •Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second
• language may be required

Excellent computer and keyboarding skills

Time management skills

Excellent interpersonal skills

Ability to work in a team environment and/or independently as needed

Demonstrated confidence and initiative

Flexibility

Management Role:

No management responsibility

Working Conditions and Environment:

Work is performed in an office environment with exposure to electrical office equipment

Constant interaction with clients/associates required

Constant attention to detail-visual, mental

Constant multi-tasking

Daily exposure to high pressure, intense concentration needed

Rotating shifts may be required

Occassional driving to site locations with occasional travel

Long varied work hours required occasionally

Physical Requirements:

Frequently stationary for 4-6 hours per day

• •Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements
• of the fingers, hands, and wrists

Occasional mobility required

Occasional crouching, stooping, bending and twisting of upper body and neck.

• •Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop
• computer with a maximum lift of 15-20 lbs. or 6-9 kgs.

Ability to access and use a variety of computer software developed both in-house and off-the-shelf

• •Ability to communicate information and ideas so others will understand; with the ability to listen to
• and understand information and ideas presented through spoken words and sentences

• •May interact with others, relating and gathering sensitive information. Interaction includes diverse
• groups

• •Works with guidance or reliance on oral or written instructions from management. May require
• periods of intense concentration

• •Performs a wide range of variable tasks as dictated by variable demands and changing conditions
• with little predictability as to the occurrence

Ability to perform under stress

Regular and consistent attendance