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Customer Excellence

1 month ago

Cork, Cork, Ireland TN Ireland Full time

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Customer Excellence & Medical Solution Associate-Fluent German, Cork

Location: Cork, Ireland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

8bd582ad634c

Job Views:

2

Posted:

30.03.2025

Expiry Date:

14.05.2025

Job Description:

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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