RLT Account Customer Support Associate
Listed on 2026-08-12
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Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Bilingual, Customer Success Management
Description:
Job Title : 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 (State the overall objective of the role)
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
- 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.
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 exeprience required
- Problem solving
- Detail oriented
- Customer/patient-centric mindset
- Strong written and verbal communication skills
Hours per Day 8 Hours per Week 40 Total Hours 2,112.00
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