Contract: 12 months via Bespoke Recruitment
Medical Information provides answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise and serve as an essential link between the company and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.
Medical Information Contact Center Agents combine technical knowledge and communication expertise to deliver relevant answers that are meaningful and relevant to customers.
Responsibilities:
* Provide a timely, professional, and quality response to medical/pharmaceutical inquiries from customers (e.g., healthcare professionals, patients).
* Align to the standard with a focus on customer experience (CX) and technical devices.
* Document all customer interactions (including inquiries, Product Complaints, and Adverse Events) in the appropriate computer systems and follow the appropriate business procedures to ensure regulatory compliance.
* Process Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.
Requirements:
* Diploma or Degree qualified (or equivalent) preferably in healthcare, natural sciences, pharmacy, or nutrition, or relevant business experience (e.g., Medical or pharmaceutical technical assistant, medical sales representative, document management expertise).
* Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner.
* Good written skills to succinctly, accurately, and objectively respond to customer queries.
* Fluent English and German speaker.
* Able to respond flexibly and empathetically to customer needs, managing their expectations effectively while maintaining standards.
* Experience with databases and document management systems.
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