Customer Excellence & Medical Solution Associate - Fluent German
Our global pharmaceutical client is seeking a Customer Excellence and Medical Solution Associate to join their Medical Information team on a permanent basis. Fluency in both German and English is essential for this role.
Responsibilities:
* Handle calls requesting product information from Healthcare Professionals (HCPs) and other customers.
* Provide balanced, accurate, and non-promotional information to customers in a courteous and professional manner using predefined answers and resources.
* Identify queries containing adverse events or product quality complaints, handle, and document them according to the relevant operating procedures.
* Record all medical and pharmaceutical communication transactions accurately into the corresponding database, following Good Documentation Practices.
* Support the organization in maintaining the knowledge database.
* Fulfill customer requests efficiently.
* Elevate enquiries without predefined answers in accordance with established processes.
* Utilize computer technology to manage high call volumes.
* Achieve optimal customer satisfaction.
Requirements:
* Bachelor's degree, diploma, or equivalent in healthcare, natural sciences, pharmacy, nutritional specialists, or a related discipline.
* Background in healthcare, medical affairs, clinical development, scientific, or medical communications to understand national healthcare systems and organizational hierarchies.
* Fluency in both German and English.
* Excellent active listening skills with effective verbal communication to respond to customers rationally and empathetically.
* Exceptional written skills to provide concise, accurate, and objective responses to customer queries.
* Able to adapt and respond flexibly to customer needs, effectively managing expectations.
* Proactive, analytical, and pragmatic approach to problem-solving.
* Able to work under pressure, juggling deadlines, multiple priorities, and maintaining standards.
* Good time management skills.
* Effective prioritization, demonstrating flexibility while meeting customer needs and managing expectations.
* Proficient computer skills.
* Knowledge of customer center or medical information operational experience.
* Project management experience is an advantage.