Medical Information Expert fluent German

· 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 (CX)

· 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

· 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 the agreed processes with the relevant Vendors

· Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between products and services and our customers (healthcare professionals or patients).

· Answers are provided to unsolicited medical requests from customers via traditional channels (phone/email) and increasingly, virtually.

· 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. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices

· Response to Crisis/Red Flag calls and refer to staff until resolution

· Follow the local complaint procedure for complaint management

· Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process

· Integrate compliance into daily activities

· Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise

Requirements:

· fluent German and English

· 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

· 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.

· 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.