Handling calls requesting product information from healthcare professionals and the general public.
Answering calls in a courteous, professional manner with predefined answers/resources.
Handling of queries from patients by providing balanced, accurate and non-promotional information.
Identification of queries containing either adverse events or product quality complaints and handling these in accordance with the appropriate standard operating procedures.
Accurate recording of all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
Escalate all enquiries without predefined answers according to defined processes.
Other duties and special projects that are assigned by management. (experience related)
Ensures optimal customer satisfaction.
Integrate compliance into daily activities.
Comply with any corrective actions.
Cooperate with investigations, monitoring and audits.
Depending on experience level – peer to peer coaching.
Fluent in English + German
Bachelor 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.
Sound background to understand national health care systems and organizational hierarchies
Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
Proactive, analytical and pragmatic approach to problem solving.
Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
Experience of software packages such as Word, Excel and Outlook.