QUALIFICATIONS AND TRAINING:

• Education to Bachelor or Master’s degree in science (i.e. biology, chemistry, pharmacy, other)
• Fluent written and spoken Spanish
• Fluent written and spoken English

EXPERIENCE (PREFERRED BUT NOT ESSENTIAL):

Call Centre, Control Room or other Customer Service environment

SKILLS:

• Excellent Customer Service skills
• Excellent keyboard skills
• Possess a high level of communication skills.
• Able to assimilate information quickly to make informed decisions and act accordingly in line with policy, practices and procedures
• Demonstrate good written, analytical and listening skills

JOB PURPOSE

Act as a first line of contact in regard to medical and scientific enquires for Theramex products for patients, medical professionals and other internal/external stakeholders.

KEY DUTIES AND RESPONSIBILITIES

• Handling first and second line medical enquiries from all sources (i.e. emails, calls, letters etc.);
• Provision of scientifically sound responses to medical information enquires;
• Timely evaluation and escalation of the enquires as/ when required i.e. triage of adverse events (AEs), product quality complaints (PQCs), complex medical information enquires;
• Ensure that relevant and accurate information is logged in the Theramex tracking system;
• Periodic reconciliation of the enquiries, AEs and PQCs with the relevant departments within Theramex;
• Handling of non- medical information enquires and provision of excellent customer service;
• Make outbound calls to members of public where follow up action is required;
• Preparation of standard responses and Frequently asked questions documents for Theramex products;
• Any other ad hoc tasks/duties considered appropriate to the role