Job Description

The incumbent will be the first-in-line to respond and ensure all customers / patients calls from Australia and New Zealand region are answered. This person will ensure that all interactions are professionally done with accurate medical information, and to upscale them to the next team if deemed necessary. All processes have to be vigilant and compliant to the regulations.

• Answer calls and handle queries from customers by providing accurate and non-promotional information with defined answers.
• 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 database with concise and accurate reporting aligning with Good Documentation Practices.
• Utilise computer technology to handle high call volumes.
• Ensure optimal customer satisfaction.
• Share effective methods and practices with colleagues in order to satisfy customer needs and provide. input/feedback to continuously improve daily processes.
• Ensure product and organisational knowledge is up-to-date.
• Demonstrate flexibility in providing coverage and/or availability when assigned.
• Ensure compliance and vigilance into daily processes.
• Comply with any corrective actions.
• Cooperate with investigations, monitoring and audits.

Regional exposure to customer base in different countries in ANZ region.|Distinct opportunity to be involved in an agile and innovative company.

• Study background: Bachelor\'s degree preferably in a scientific or health related field (Medicine, Pharmacy or Nursing) ideally with some industry experience.
• Have at least 2 years of medical information or relevant experience.
• Excellent interpersonal skills and fluent in English (verbal, written and conversational) and local language, as applicable.
• High level end-user computer abilities (e.g., word processing, spreadsheets, databases, presentations/PowerPoint, tables and graphics, and templates).
• 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.
• Able to operate under pressure, handle tight deadlines, handle several responsibilities, and be concerned about upholding high standards of quality.

Our client is a renowned pharmaceutical entity operating globally with a strong emphasis on research and development. It specialises in diverse therapeutic areas, including diabetes, oncology, immunology, and neuroscience. Committed to innovation, it focuses on developing advanced medications to improve patient care and address unmet medical needs, contributing significantly to enhancing healthcare standards and patient well-being.

• Cutting-Edge Innovation: commitment to innovation in healthcare. Joining the company could offer exposure to cutting-edge research and development in pharmaceuticals, providing opportunities to work with advanced medications and breakthrough treatments.
• Professional Development: offer a robust platform for career growth and learning. The company emphasises employee development through various training programs, mentorship opportunities, and exposure to diverse therapeutic areas, contributing to a well-rounded professional journey.
• Positive Impact on Healthcare: contributing to a company dedicated to improving healthcare standards. The chance to be part of a team that develops medications for critical conditions could provide immense job satisfaction and a sense of contributing to the betterment of patient lives.

Michael Page