1. JOB PURPOSE

The importance of this job and the contribution it makes to the overall business of the organization where the job holder is deployed.

Facilitate and help patients/care giver to obtain their information by answering calls, interviewing customer and verifying information accordingly. In addition, Individual should capable to provide Disease (mainly Diabetes) and device related education and/or awareness to patients/care giver.

Furthermore, addressing to all services required by company customers. Work at all times in accordance with principle’s philosophy, policies and procedures.

2. KEY ACTIVITIES

Here the major end results the job is expected to achieve are described; care is taken to state the end results, not those of immediate superior or subordinate/s but of the jobholder.

Answering customer calls and attending to their need pertaining to the company information and products.

Work towards achievement of organizational, program and service aims and objectives.

Participate and contribute to a continuous quality improvement process to measure, identify and address

    opportunities for improvement.

3. WORK RELATIONSHIP

The purpose and nature of the main internal and external contacts, which are necessary to perform this job.

Maintain close contact with immediate supervisor and call center manager.

Ensure close contact with customers that require feedback and follow-ups accordingly.

Maintain team-oriented relationship with other contact agent staff and immediate supervisor.

4. EDUCATION AND EXPERIENCE

List of the most important knowledge factors, skill and abilities including knowledge about procedures, specialized techniques, etc; analytical and conceptual skills and abilities and skills needed for the job.

Preferably graduates (Pharm-D) with 01-year experience as a call center agent.

Knack of handling complex customer service oriented issues.

5. KEY COMPETENCIES

Customer focus, communication and interpersonal skills, decision making and problem solving, conflict

     Management, Learning agility should high, Positive learning attitude.

Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.

6. RESPONSIBILITIES/DUTIES

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, further add, or remove duties from the contents of the job and to assign other duties as necessary.

Effectively explain the company products/Services to existing and new customers.

Provide Education, awareness & guidance to customers pertaining to the company products and devices.

Conduct customer follow-up , Out bond calls and provide feedback as and when required.

Record/Maintain data, Analytics reports, generate and share necessary reports.

Must report safety information/Adverse events for any Sanofi product (s) to Pharmacovigilance department within 24 hours.