Customer Assistance Specialist (Night Shift / Hybrid)

At Thermo Fisher Scientific team, you’ll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19 solutions. As the world leader in serving science, with the largest investment in R&D in the industry, our colleagues are empowered to realize their full potential as part of a fast-growing, global organization that values passion and unique contributions. Our commitment to our colleagues across the globe is to provide the resources and opportunities they need to make a difference in our world while building a fulfilling career with us.

Location/Division Specific Information

Our work is a story of global impact.

Our Medical Communications team works to improve patient health by supplying high-quality medical information services on behalf of our customers to patients, healthcare providers and stakeholders. We manage medical information inquiries, document adverse events and product complaints, support product launches and help customers set up successful medical communications operations in a complex, global environment.

Office Location: Seven/NEO Building, Bonifacio Global City, Taguig City, Philippines

Work Shift Schedule: Night Shift (US business hours - from 9:00pm to 5:00am Philippine Standard Time)

Work Setting: Hybrid; 1 day per week on-site (after training period)

Training Period: 4 to 6 weeks (1-2 days a week on-site)

Discover Impactful Work:

As a Customer Assistance Specialist, you will provide high-quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

What You'll Do:

• Provide high quality customer service to client customers including consumers, HCPs, and client personnel.

• Document interactions according to PPD and client guidelines. Identifies AEs events and PCs.

• Maintain knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.

• Process medical information request (e.g., fulfillment) via e-mail; fax and regular mail.

• Perform line checks and system verifications, and generate reports.

• Perform other duties as assigned.

Required Education and Experience:

• High School diploma / College Undergraduate or equivalent and relevant formal academic / vocational qualification

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience

• Previous experience in customer service/BPO roles is an advantage.

• In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role.

Physical Requirements and Working Environment:

Thermo Fisher Scientific values the health and well-being of our employees. We support and encourage individuals to build a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.

• Ability to communicate information and ideas of others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.

• Frequently interacts with others to acquire or relate information to diverse groups.

• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple periods of driven concentration.

• Constant interaction with clients/associates required.

• Daily exposure to high pressure, intense concentration needed

• Rotating shifts may be required.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.