Team Member - Medical information & Customer Support

Dr. Reddy’s Laboratories Ltd. is a leading multinational pharmaceutical company based across global locations. Each of our 24,000 plus employees comes to work every day for one collective purpose: to accelerate access to affordable and innovative medicines because Good Health Can’t Wait.

We started in 1984 with a modest investment, 20 employees and a bold vision. Today, we have research and development centres, manufacturing facilities or a commercial presence in 66 countries. 

For nearly four decades, we have stood for access, affordability and innovation based on the bedrock of deep science, progressive people practices and robust corporate governance. As the pharmaceutical industry evolves and undergoes disruption, we see an opportunity – to strengthen our core further (the next steps) and to build the future (the new bets).

‘The Next and the New’ is how we aim to continue to be the partner of choice – purpose-driven, future-ready and sustainable.  Our aim is to reach over 1.5 Bn+ patients across the world by 2030 by growing our core businesses and building for the future with sustainability at the core of our purpose and strategy. Sustainability for us means operating in a manner that respects people, planet and purpose – helping us conserve precious resources, serve our patients, create value for stakeholders, give back to society, fulfil our potential and maintain our integrity and transparency

Dr Reddy’s maintains a work environment, free from discrimination and is an equal opportunity employer. We are committed to employ & nurture all qualified diverse workforce without regard to race, colour religion, nationality, sex, age, disability status, genetics, sexual orientation, gender expression, citizenship or any other characteristic or classification protected by applicable law(s) of the country we operate in. We treasure every talent, and recognize merit and diversity in our organization.

Job Summary
We are looking for Team Member-Medical information & Customer Support for ensuring efficient processing of quality complaints and adverse events. You will collaborate with various internal stakeholders, including the quality, PV teams, sales, marketing, and legal teams, to address customer concerns and ensure compliance with standard operating procedures (SOPs) and regulatory guidelines. Your responsibilities will include handling customer complaints, providing accurate medical information, coordinating adverse event reporting, and maintaining effective communication with cross-functional teams.

Roles & Responsibilities

• Customer Services Cell (CSC)  
  • • Ensuring Efficient Quality Complaint and Adverse Event Processing
    • Collection of Complaint samples, original bill copy from customers through marketing team, sending them to QA and collection of filled CIOMS and sending them to PV teams.
    • Ensuring the free flow of complaints with regard to their Logging and Closing through CSC mail/telephone.
    • Follow-up with the Customers, Marketing, Pharmacovigilance and Quality Assurance teams for better processing of complaints.
    • Monthly Reconciliation of AEs with the (GPVC) Pharmacovigilance Team.
    • Answering Product related Queries of the Customers via Customer Services Mail Box on daily basis
• Medical Information (Info-Jini) services
  • • Addressing scientific Power point presentation requests received from HCPs through the sales team and Medico-Marketing Team 
    • Responding to the Scientific Query Requests from the external customers sent through the sales team and Medico-Marketing Team
    • Managing clinical queries related to GGI portfolio products by providing scientific evidence based literature to sales or marketing team 
    • Administrative work - to ensure proper compilation and extracting of the data in Info-Jini. Preparation of log-sheets, Monthly report sheets, outsourcing, archiving, maintenance of Journals & library/database.
• Toll-Free services –
  • Effectively handling calls from various external stakeholders on product queries and reporting quality/PV complaints. Maintain logs of the calls and appropriately report to the internal teams through customer services cell.
• Cross functional interaction for closure of issues
  • Assist in handling customer queries, complaints, and adverse event reporting.
  • Support interactions with both internal and external stakeholders to facilitate resolution.
  • Assist in providing essential information for medical inquiries from doctors, coordinating with various stakeholders to ensure accurate and timely responses.
• Audits
  • Assist in maintaining documentation to ensure readiness for internal and external audits.
  • Support the implementation and adherence to corrective and preventive action plans (CAPA) as directed.

Educational qualification: M. Pharm, Pharm D. or Phd will be value addition.
 
Minimum work experience: 3-4 years of experience in customer service-oriented roles, Regulatory Affairs/PV/Medical Information/ Medical Writing.

• Managerial experience/Training customer services/call centers will be added advantage.

Skills & attributes:
Technical Skills
• Proven experience in customer support or client service representation.

• • Sound scientific knowledge

• Customer-oriented mindset with the ability to adapt and respond effectively to internal and external stakeholders.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
Behavioural skills
• Strong written and verbal communication skills.

• Excellent interpersonal & communication skills to effectively interact with a broad range of audience
  • Ability to interact and handle challenging internal and external stakeholders
  • Driving quality standards by taking everyone along
  • Integrity driven decision making skills
  • Strong multitasking skills with keen attention to detail.
  • Effective time management and organizational skills to manage multiple tasks efficiently.
  • Self-awareness and adaptability
  • Result oriented and performance driven
  • Strong sense of empathy in addressing customer calls

About the Department
Global Generics India
Global Generics India business journey began in 1986. In the last three decades, we have grown as a trusted name in the healthcare industry and rank as one of the top 10 Pharma Companies in the Indian Pharma Market (IPM) as per IQVIA MAT (November 2022). Our commitment to Lead Ahead has helped us move ranks from 16th position to 10th position (IPM) in the last four years. We are a fast-growing organisation with double-digit growth and significant market share in domestic markets. Currently, we rank among the top 5 in oncology, anti-allergy and gastrointestinal diseases and the top 10 in a few other therapy areas. Our focus is on leveraging our digital capabilities, collaborations, innovations and inorganic opportunities to become the top 5 companies in the Indian Pharma Market.

Benefits Offered
At Dr. Reddy’s we actively help to catalyse your career growth and professional development through personalised learning programs.
The benefits you will enjoy at Dr. Reddy’s are on par with the best industry standards. They include, among other things and other essential equipment, joining & relocation support, family support (Maternity & Paternity benefits), learning and development opportunities, medical coverage for yourself and your family, life coverage for yourself.

Our Work Culture
Ask any employee at Dr. Reddy’s why they come to work every day and they’ll say, because Good Health Can’t Wait. This is our credo as well as the guiding principle behind all our actions. We see healthcare solutions not only as scientific formulations, but as a means to help patients lead healthier lives, and we’re always attuned to the new and the next to empower people to stay fit. And to do this, we foster a culture of empathy and dynamism. People are at the core of our journey over the last few decades. They have been supported by an enabling environment that buoys individual ability while fostering teamwork and shared success. We believe that when people with diverse skills are bound together by a common purpose and value system, they can make magic.
For more details, please visit our career website at https://careers.drreddys.com/#!/