Customer Assistance Specialist (ANZ & PH Day Shift - Hybrid)

Work Schedule

Environmental Conditions

Job Description

When youre part of the team at Thermo Fisher Scientific youll do important work. And youll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry we give our people the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

In our Medical Communication Team We deliver outstanding service. We work to improve patient health by supplying high-quality medical information services on behalf of our clients to patients healthcare providers and other client stakeholders. We lead medical information inquiries document adverse events and product complaints support product launches and help clients set up successful medical communications operations in a sophisticated global environment.

Office Location:Seven/NEO Building Bonifacio Global City Taguig City Philippines

Work Shift Schedule:Day Shift (ANZ or PH business hours)

Work Setting:Hybrid; 1 to 3 days a week on-site

Training Period:Training may span3 to 4 weeks and you will be required to reporton-site 1 to 3 days a week during this time.

Discover Impactful Work:

A Customer Assistance Specialist provides high quality customer service to client customers including consumers healthcare professionals (HCPs) and client personnel. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g. mail fax e-mail) and performs administrative responsibilities as needed.

A day in the Life:

• Details 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.

Keys to Success:

Education

• Bachelors Degree Graduate or equivalent and relevant formal academic /vocational qualification

Experience

• 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
• Excellent English Verbal and Written Communication Skills

Knowledge Skills Abilities

• Excellent organizational skills
• Strong attention to detail
• Ability to balance multiple tasks
• Effective verbal and written communication skills
• Excellent problem-solving skills
• Excellent language skills (comprehension speaking reading and writing); Proficiency 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
• Proven confidence and initiative
• Flexibility

Physical Requirements and Working Environment:

Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• 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 capturing critical information. Interaction includes diverse groups
• Works with mentorship or reliance on oral or written instructions from management. May require periods of driven concentration
• Performs a wide range of variable tasks as instructed by variable demands and changing conditions with little predictability as to the occurrence.