Customer Excellence & Medical Solution Associate-Fluent German
Our client, a global pharma company are currently recruiting a Customer Excellence and Medical Solution Associate to join their Medical Information team on a permanent basis. Fluency in German and English is essential for this role.
Responsibilities:
1. Handle calls requesting product information from Health Care Professionals (HCPs) and other customers
2. Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources
3. Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures
4. Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices
5. Support the organisation with the maintenance of the knowledge database
6. Facilitate fulfilment of customers’ requests
7. Escalate all enquiries without predefined answers according to defined processes
8. Utilize computer technology to handle high call volumes
9. Ensure optimal customer satisfaction
Requirements:
10. Bachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
11. Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organizational hierarchies
12. Fluency in German and English
13. Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
14. Excellent written skills to succinctly, accurately and objectively respond to customers queries
15. Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
16. Proactive, analytical and pragmatic approach to problem solving
17. Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards
18. Good time management skills
19. Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations
20. Proficient computer skills
21. Knowledge of customer center or medical information operational experience
22. Project management experience would be an advantage