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Associate/Sr Associate – Customer Excellence

3 weeks ago

Cork, Cork, Ireland Tn Ireland Full time
Job Title: Associate/Sr Associate – Customer Excellence & Medical Solution (German), Cork

We're looking for people who are determined to make life better for people around the world.

About Us:

Eli Lilly Cork is a talented diverse team of over 1,600 employees across 38 nationalities who deliver innovative solutions that add value across various Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more.

Job Description:

The purpose of the Customer Excellence & Medical Solution role is to provide timely, professional and quality responses to medical/pharmaceutical inquiries from customers. Align to standards with a focus on customer experience (CX) and document all customer interactions in appropriate computer systems following business procedures to ensure regulatory compliance.

Main Responsibilities:
  • Provide accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
  • Identify queries containing adverse events or product quality complaints, handle and document them in accordance with operating procedures.
  • Accurately record all medical and pharmaceutical communication transactions into the appropriate database.
  • Facilitate fulfilment of customers' requests and escalate enquiries without predefined answers according to defined processes.
Digital Solution Specifics:
  • Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.
  • Process Replacement and Retrieval of specific products using agreed processes with relevant Vendors.
Key Skills:
  • 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.
What We Offer:

Eli Lilly Cork offers a premium workspace complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our 'Live Your BEST Life' wellbeing initiatives enhance the career experience for our colleagues.

About Our Culture:

Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender. Our four pillars are EnAble, Age & Culture, LGBTQ+ and GIN-Gender Inclusion Network.