- Respond to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors.
- Support wholesalers and distributors with product orders, logistics, and contracted-customer inquiries.
- Answer general inquiries from consumers and healthcare providers using client-approved content and FAQs.
- Assist with temperature excursion inquiries, online tools, and troubleshooting.
- Identify and report potential Adverse Events and Product Quality Complaints, documenting the intake accurately.
- Record case notes in the customer relationship management system.
- Identify medical information inquiries and triage them to the appropriate department.
- Provide clinical trial participation information and respond to company news inquiries using appropriate responses.
- Make outbound contacts to provide commercial status updates and follow-up as needed.
Customer serviceMicrosoft Office