Customer Excellence & Medical Solution Associate - Fluent German
Our client, a global pharma company, is 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:
* Handle calls requesting product information from Health Care Professionals (HCPs) and other customers.
* Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
* Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
* 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.
* Support the organization with the maintenance of the knowledge database.
* Facilitate fulfillment of customers’ requests.
* Escalate all inquiries without predefined answers according to defined processes.
* Utilize computer technology to handle high call volumes.
Requirements:
* 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.
* 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.
* Fluency in German and English.
* Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
* Excellent written skills to succinctly, accurately and objectively respond to customers' queries.
* Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
* Proactive, analytical and pragmatic approach to problem solving.
* Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
* Good time management skills.
* Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
* Proficient computer skills.
* Knowledge of customer center or medical information operational experience.
* Project management experience would be an advantage.
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