Customer Service Assistant

3 weeks ago

Gurgaon, India HIRD Services Pvt ltd Full time

**Designation - Officer**:

- **Process - Pharmacovigilance (VOICE PROCESS).**:

- **Location - Gurgaon (Work from Office).**:

- **Experience - Fresher’s.**:

- **Qualification - Bachelor’s Degree - Biotechnology, Microbiology, Chemistry, Genetics, Zoology, Bio-Engineering.**:

- **B.Pharm / M.pharm graduates Valid Pharmacy License is mandatory.**:

- **Shift - US Shift (Night shifts only).**:

- **Salary - Upto 3 LPA + 2500 shift allowances.**

**Below are mandates.**

**1. Good Communication with Neutral Accent (mandatory).**

**2. Work out of the GDC office on all days of the week (mandatory).**

**3. Shifts as per 24/7 schedule with rotation in Evening and Night shifts only (mandatory).**

**4. Knowledge of PV Life Sciences must (preferred).**

**Roles and Responsibilities: -**
- Take phone calls and accurately document adverse events, product complaints and medical inquiries in the AE Intake Tool.
- Probe efficiently for information including, but not limited to, the adverse event(s), patient’s medical history, medication history, demographics, physician’s information.
- For calls involving a product complaint, probe efficiently for information including, but not limited to, the product details such as LOT number, expiration date, NDC number, count, strength and formulation of the product, pharmacy name and address. Also document the same accurately in AE Intake Tool. Proofread information entered in AE Intake Tool for accuracy.
- For medical inquiries, the Call Handler will attempt to transfer the caller to the Pfizer’s United States Medical Information (USMI) group, Pfizer Consumer Health, or other appropriate groups as designated by Pfizer.
- All relevant information concerning the potential AE, At-Risk Scenario report, will be captured in the data capture tool designated by Pfizer.
- Timely submission of cases as per agreed timelines.
- Ensures assigned training is completed within the timelines.
- Ensure compliance with policies and procedures.
- Ensures timely submission of Goals and Objectives.
- Ensures Floor Policy is followed and any deviation noted is immediately notified to the Supervisor/Risk and Compliance department.
- An HCP with certification, from the country where the service is being provided, as a licensed pharmacist, and/or a licensed registered nurse.

**Technical Competencies: -**

Excellent understanding of medical terminology and familiarity with principles of clinical assessment of adverse events in the context of an international pharmaceutical industry.
- Ability to make decisions independently in handling calls, unique and/or complex situations, and to probe effectively to achieve a desired result.
- Ability to work independently to accomplish team goals with mínimal supervision
- Ability to manage one’s own productivity, time management, quality, and compliance in order to achieve acceptable results within given timelines.
- Ability to achieve personal objectives while meeting departmental standards of performance.
- Ability to work under supervision in a matrix organization.
- Excellent oral and written communication skills.
- Fluency in spoken and written English.

**Job Types**: Full-time, Regular / Permanent, Fresher

**Benefits**:

- Food provided
- Health insurance
- Provident Fund

Schedule:

- Day shift
- Monday to Friday
- Night shift
- UK shift

Ability to commute/relocate:

- Gurugram, Haryana: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service (preferred)
- total work (preferred)

**Language**:

- English (required)
- Hindi (preferred)

Work Location: One location

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