Customer Excellence & Medical Solution French

Location: Cork, Ireland

Requirements: EU/UK Passport or Irish Stamp 4

The purpose of the Customer Excellence & Medical Solution role is to:

• Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients)

• Align to the standards and with a focus on customer experience

• Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance

Digital Solution specifics:

o Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.

o Process Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors

Customer Excellence & Medical Solution function combines scientific knowledge and communication expertise to deliver relevant medical content that:

• are meaningful and relevant to customers

• enables informed and balanced treatment decisions that enhance patient care

• advances the quality and transparency of th company research.

• Careful listening to customer needs and a quality response to their inquiry is associated with a positive customer experience (CX).

• Handle calls requesting product information from 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

• Support the organisation with the maintenance of the knowledge database

• Facilitate fulfilment of customers’ requests

• Escalate all enquiries without predefined answers according to defined processes

• Utilize computer technology to handle high call volumes

• Ensure optimal customer satisfaction

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.

▪ Full proficiency in FRENCH language

▪ 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.