Customer Service Representative

• Receive and process all incoming telephone, email, fax & mail orders in a timely manner
• Source information on products and provide quotes to customers
• Provide support to the CTS & MAPs team
• Ensure ClinigenDirect orders & enquiries are processed in a timely manner
• Respond to customer enquiries regarding orders, service needs, product complaints, customer accounts, deliveries and back orders or direct enquiry to the appropriate person
• Take responsibility for maintaining high standards of accuracy for dispatched orders
• Ensure customer delivery expectations are met
• Resolve simple customer problems and analyse customer service needs for communication to the Customer Services Manager
• Escalate customer complaints or issues where necessary to the Customer Services Manager or Country Manager for immediate action
• Provide support to the sales team by handling customer enquiries to a high standard and taking necessary corrective action to satisfy customers and ensure accuracy of accounts
• Refer customer issues to sales team for follow up where appropriate
• Liaise with Warehouse, Finance and QA staff as required to provide support in relation to compliance standards, accurate inventory and stock take activities

• Ensure filing and documentation is up-to-date and is compliant with standard operating procedures and work instructions
• Complete required reports within designated timeframes (e.g. Back Order Reports)
• Participate in meetings as needed
• Liaise with management and staff to ensure projects are conducted efficiently
• Communicate with staff & management using proper channels
• Master computer skills and required software programs

• Maintain a current and comprehensive knowledge of relevant Link Healthcare, competitors, and general products
• Carry out your duties in adherence to GDP regulations
• Contributes to a Quality-focused mindset; Quality is everyone’s responsibility.
• Ensure every team member has the opportunity to work in a safe and health work environment.
• Attend relevant industry conferences to expand knowledge of relevant therapeutic areas as required
• Understand the issues affecting the customers who prescribe our products and patients who use them
• Promptly notify Link Healthcare’s pharmacovigilance unit of all adverse reactions reported on the company’s products
• Maintains up-to-date knowledge of industry trends, cutting-edge practices and techniques, current publications, regulations, etc
• Always maintain up-to-date knowledge of Link Healthcare’s standard operating procedures and policies and ensure compliance
• Ensure your Company related activities comply with relevant Acts, legal demands, and ethical standards

• Demonstrated experience in a customer services role
• Experience in healthcare or pharmaceutical industries advantageous
• Exceptional communication skills, both verbal and written
• Strong time management skills, with the ability to prioritize and re-prioritize work accordingly
• Excellent attention to detail
• Competent computing skills, specifically utilizing emails and databases
• Service orientated, team-focused approach to work

• In return for your valuable contributions and commitment to our organization, we are pleased to offer you an attractive and comprehensive benefits package that includes:
• A competitive monthly salary that reflects your experience, skills, and the industry standards, ensuring that you are fairly compensated for your hard work and dedication.
• A performance bonus designed to reward exceptional performance and achievements, providing you with additional financial incentives as you excel in your role.
• Generous annual leave of 20 days, allowing you the opportunity to take time off for rest, relaxation, and personal pursuits, promoting a healthy work-life balance.
• Ongoing professional development opportunities, including training programs, workshops, and access to resources that will help you enhance your skills and advance your career within our organization.

Clinigen