The functions and responsibilities of the Customer Support are as follows, where "App/Program" refers to the [insert name of app or program] mobile or web application for [insert_country], and "Users" refers to all patients or pharmacist or HCPs who have enrolled for the Program.

User Management

Ensure availability of customer support in all approved communication channels during agreed working schedule. (Mondays- Fridays at 9:00-12:00 and 1:00-5:00 pm except holidays)Provide guidance to users on how to use the app, including how to download it, register for a program, submit required documentation, and claim an FOC through voice call or email, if appropriate.Review and validate all submitted documents and entered data of the UsersConfirm User’s eligibility and approval to claim An FOC through the app/program.Notify Users on the status of their application through email.Notify Users of the reasons for disapproval of their application and request for an FOC and provide a solution(s) to correct the application.Send a timely follow-up to any pending documents, clarifications, or user feedback about the app/program.Coordinate with the retail/clinic/hospital pharmacy on users who have been approved to receive drugs [FOC] and/or discounts.Deliver Users timely email blasts that have been approved by the client as needed.Enable compliant and pleasing communication with Users in all interactions (email and voice call).Respond to and address Users' messages/emails in a timely manner as agreed with the client.Receive inbound calls and initiate outbound calls to Users, when necessary, based on approved client script. Create tickets and elaborately explain to the right stakeholders (e.g., Technology Team) and/or client concerns and inquiries raised by the Users.Ensure that the appropriate party is promptly informed of the User's issue and concern's resolution (within 3 working days).Capture and, if necessary, report discrepancies and fraudulent User behavior to the appropriate stakeholders.Document all user engagements from program enrollment to claiming of free goods.

Program Management

Ensure that the user has a complete and up-to-date understanding of the app/program.Keep a repository of all Customer Support reports and other related documents accessible.Closely coordinate with program manager on the status of the program.Reconcile dispensing channel reports on approved free goods or discount claims, claimed versus unclaimed.Identify, report, and reconcile Adverse Events that occur during User interaction on a timely manner.

Reporting Responsibilities

Submit weekly update reports in Excel format. This report shall highlight the progress of the program in terms of user registration, hospital engagement, and application/request/redemption status.Present a monthly update report in PowerPoint format. This shall explain the overall development of the program with insights and data.Submit a list of all the monthly interactions received and sent in the program. This includes emails, document and other information uploaded in the program. Together with this is a redacted copy of the interactions for [insert_client] monthly interaction quality checking.Provide all the required information in for internal and external Source Data Verification (SDV) process.Accomplish and submit AE reports following the form provided

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