Registered Nurse (non-clinical) / Pharmaceutical Company
July 2, 2018
Full Time - Experienced
Summary: Provide premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner.
Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.
Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, cancel accounts or obtain details of complaints over the phone, by email, live chat, social media or other method of communication.
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
Assists with product or service related tasks and activities, which may include order processing, invoicing, researching accounts, order history, handling returns, client program policies and opening new accounts.
Keeps records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.
Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty for the client.
Documents Adverse Events and Quality Complaints.
Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Current RN license. Previous pharmaceutical call center experience preferred. Previous product quality and/or pharmacovigilance experience desired.
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, and to effectively present information in a one-on-one, small or large group situations, to customers, clients and associates.
Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.
Proficient knowledge of Microsoft Office products. Familiarity with use of Microsoft Office Suite 2010. Dexterity navigating multiple databases.
Other Skills and Abilities
Ability to manage difficult, irate or emotional situations while maintaining composure; ability to multi-task; excellent time and process management skills; ability to handle conflict and balance the needs of the program and the team; demonstrates strong leadership skills. Strong customer relations experience desired. Inbound call center experience desired.
This position may require participation in and possible travel to training sessions and other off-site events.
Physical Demands & Work Environment
The physical demands and work environment characteristics described here are representative of those that an employee encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee must occasionally lift and/or move up to 10 pounds. The noise level in the work environment is usually moderate.
Internal Number: 4406
About C3i Solutions
C3i Solutions is a world-wide business process outsourcer specializing in the multi-channel engagement of consumers, patients, healthcare professionals and enterprise personnel via a network of global contact centers.
Our unique customer-centric approach has made C3i Solutions the partner of choice for some of the world’s most trusted brands for more than 30 years. C3i Solutions provides unparalleled 24/7 support to customers in over 100 countries speaking 30 different languages.
With strategic focus on innovation and regulatory compliance, C3i Solutions handles more than 35 million interactions per year, helping our clients build and protect their brands while maximizing productivity and cost efficiencies. More than 90 percent of the company’s clients are FDA-regulated.