Customer Service Advocate

hace 4 semanas


Xico, México Thermo Fisher Scientific A tiempo completo

Job Summary

As a Sr. Customer Service Representative at Thermo Fisher Scientific, you will be responsible for providing technical and medical information to clients, as well as performing intake of adverse events and product complaints. Your role will involve analyzing inquiries, documenting interactions, and maintaining knowledge of project and corporate policies and procedures.

Key Responsibilities

  • Responds accurately and professionally to technical and medical information related to pharmaceutical or device products.
  • Processes fulfillments and provides clinical trial information or after-hours on-call support.
  • Analyzes caller's questions to formulate an accurate and concise response using client-approved resources.
  • Records inquiries and interactions in the appropriate databases following organizational, client, and regulatory guidelines.
  • Identifies, records, and triages adverse events and product complaints according to organizational, client, and regulatory guidelines.
  • Maintains knowledge of project and corporate policies and procedures, including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
  • Works with internal and external client contacts to resolve inquiries, as needed.

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