RLT Account Customer Support Associate

RLT Account Customer Support Associate

Location: 3 days Onsite (Tue, Wed, Thurs) & 2 days remote (Monday & Friday) Mode of Interview: 2 round of interview Shift timings: 7.30 to 4 & 8.30 to 5

Job Purpose

The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email.

Major Accountabilities

Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery - Answer questions from Client NPS field associates to provide support to customers. Partner with cross-functional stakeholders to provide accurate and timely customer feedback

Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.

Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery. Ability to complete all calls once they have begun to ensure no interruption of service.

Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner - Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up

Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines

Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break. This position will require holiday support for CS team

Responsible for identifying and reporting adverse events via the established Client systems as per applicable processes.

Ideal Background

Education: Bachelor's degree required (minimum/desirable):

Languages:

Fluent English, other languages desirable

Experience:

1+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services

Ability to manage multiple projects and consistently meet deadlines

Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments

Detail oriented problem solver who can make clearheaded decisions while under pressure

Strong written and verbal skills

Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred

Ability to work a flexible staggered schedule (early mornings/ later evenings)

Oncology experience preferred

Salsforce experience required

Leadership Competencies

Problem solving

Detail oriented

Customer/patient-centric mindset

Strong written and verbal communication skills