Senior Investigator Services Representative

About the role

IQVIA, a global provider of clinical research services, is looking for a Senior Investigator Services Representative. The role acts as the main contact for clinical investigator sites, liaising with them on alerts, critical values, data clarifications and revisions, and supporting the smooth running of projects.

Key responsibilities

• Liaise with investigator sites to notify them of alert values, critical values, data clarifications and data revision requests, and act as their primary contact.
• Resolve non-routine and challenging customer issues, requests and concerns.
• Facilitate the flow of information between investigator sites and Project Management, and keep the Project Management team informed of anything that could affect a project.
• Support the laboratory sampling process by liaising with internal stakeholders.
• Retrieve voicemail messages about supply orders, test or document requests and call-backs promptly.
• Assist in recruiting and training new team members, enforce company and department policies and step into a management role in the absence of management.
• Manage or support a team of Investigator Services Representatives, prioritizing activities, coordinating work distribution and escalating problems in a timely way.
• Manage staff in line with organization policies and regulations, and assist with investigating Quality Assurance issues and reviewing SOPs.
• Take part in internal and external audits.

Required profile

• Minimum diploma or equivalent in a science or hospitality-related specialisation.
• At least 3 years of customer service experience, or an equivalent combination of education, training and experience.
• Fluency in English and Mandarin, as the role covers the APAC portfolio.

Required skills

• Excellent customer service, written and verbal communication and organizational skills with attention to detail.
• Good word processing skills and basic leadership skills.
• Ability to work in a fast-paced environment and build effective working relationships with coworkers, managers and clients.