Customer Care Representative

At Clario, a part of Thermo Fisher Scientific, we are dedicated to transforming lives by unlocking better evidence in clinical research. As a Customer Care Representative, you will provide front-line support to customers via phone or E-Mail for all assigned product lines (which may include all or some of the following: Cardiac Safety, Respiratory and/or ePRO). Troubleshoot transmission or other equipment usage problems. Handle re-supply and report requests in a timely and efficient manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.
• Enter Data and maintain accurate and complete client, site and patient information in the database.
• Assist client with any problems with equipment, hook-up, or transmission.  Escalate unachievable issues to Supervisor/Manager/Project Manager.
• Report specific clinical irregularities to the Supervisor/Manager/Project Manager.
• Monitor fax failures and assure prompt delivery of information to the site.
• Assist in the resolution of queries and report requests for related products processed in the used clinical application/program.
• Report any malfunction of business-related systems to Supervisor/Manager/IT.
• Maintain production metrics as defined by Customer Care Management.
• Receive phone calls, faxes, emails or other communications from clients requesting assistance.  Evaluate the situation and provide rapid resolution to the issue.
• Work closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information.
• Provide recommendations for service set-up, usage and troubleshooting.

OTHER DUTIES AND RESPONSIBILITIES:

• Perform other job duties as trained and assigned.
• Assume other job responsibilities as directed by the Supervisor or other Customer Care Management.

QUALIFICATIONS AND SKILLS NEEDED:

Education :

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