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:

• College or high school degree (or equivalent) with at least 6 months call center/help desk experience preferred. Two years of IT help desk, other IT support experience preferred.

Experience:

• Available to work all shifts.

• Strong technical aptitude required.

• Demonstrate superior Customer Service skills; prior help desk experience strongly preferred.

• Multi-lingual skills are strongly preferred. English and Chinese are mandatory and an advantage with other languages.

• Previous experience working with or knowledge of pharmaceutical, clinical or medical devices preferred.

• Must be able to work independently and demonstrate initiative in resolve issues.

• Exercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for Clario clients.

• Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner.

• Working knowledge of MS Office tools.

At Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  Clario reserves the right to amend or change this job description to meet the needs of Clario.  This job description and any attachments do not constitute or represent a contract.

The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.