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Agent - Medical Information Tier 1

3 months ago

Subang Jaya, Selangor, Malaysia ManpowerGroup Full time

RESPONSIBILITIES

Enquiries Management

  • Answer calls in a courteous, professional manner with predefined answers/resources Handle queries from customers by providing balanced, accurate and nonpromotional information
  • Identify interaction containing either adverse events and/or product quality complaints and handle these in accordance with the appropriate procedures
  • Accurately record all interaction into the required database.
  • Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices
  • Escalate all inquiries without predefined answers according to defined processes
  • Other duties and special projects that are assigned by management (experience related)
  • Utilize computer technology to handle high call volumes
  • Ensure optimal customer satisfaction Create, Promote and Maintain Operational Excellence Share effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes
  • Demonstrate flexibility in providing coverage and/or availability.
  • Integrate compliance into daily activities
  • Comply with any corrective actions
  • Cooperate with investigations, monitoring and audits

REQUIREMENTS

  • Demonstrated mastery of written English and professional verbal skills in English.
  • Bachelor's Degree in healthcare profession (medical, pharmacy or Nursing) ideally with some industry experience and/or work in designated therapeutic area or similar role
  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
  • Good written skills to respond to customer queries succinctly, accurately, and objectively Demonstrated project time and selfmanagement skills, resilience & ability to handle short deadlines, multiple proprieties, being resilient whilst maintaining high standards
  • Strong interpersonal skills and the ability to be flexible in varying environments and with multiple customer groups managing their expectations effectively
  • Ability to assimilate and communicate large volumes of medical information. Demonstrated highlevel enduser computer skills (e.g., databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint, and templates).
  • Cognitive abilities, including verbal reasoning, attention to detail, critical thinking, problem solving and analytical ability.
  • Focuses on the customer excellent customer focus.
  • Ability to work independently and as a part of a team. Able to work under pressure, managing short deadlines, multiple proprieties and concern for maintaining high quality standards
  • Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
  • Working experience in call centre for pharmaceutical or healthcare industrial is preferred
  • Must be willing to work on Malaysia Public Holiday and on shift basis.

Pay:
RM5, RM6,500.00 per month

Education:

  • Bachelor's (required)

Experience:

- medical, pharmacy or Nursing: 1 year (preferred)
- databases, spreadsheets,: 1 year (preferred)
- word processing, tables and graphics,: 1 year (preferred)
- pharmaceutical or healthcare industrial: 1 year (required)