Associate/Senior Associate – Customer Excellence & Medical Solution (Spanish & Italian)

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

• Provide a timely, professional, and quality response to medical/pharmaceutical inquiries from customers (e.g., healthcare professionals, and patients).
• Document all customer interactions (including inquiries, Product Complaints, and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.

The 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

Answers are created based on the customer’s professional and scientific expertise and serve as an essential link between the company’s 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 quality response to their inquiry is associated with a positive customer experience (CX).

Responsibilities:

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.
• 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 fulfilment of customers’ requests.
• Response to Crisis/Red Flag calls and refer to staff until resolution.
• Specific to Digital Solution responsibilities: 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.

Additional responsibilities – depending on the competency and experience

• Delivery & Operational Excellence Ensure the team delivers services that meet customers’ needs (internal and external), with a focus on excellent customer experience and goals.

Ensure readiness to support the successful EU launch of new products/indications.
Ensuring optimization and improvement where required.
Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handling.
Develop and maintain content.
Fulfil people management responsibilities including recruitment, performance management, and training including individual development plans.
Mentor and coach team members and other functions/roles, nurturing an environment where they can excel through encouragement and empowerment.
Optimizing cross-functional collaboration and teamwork.
Create a culture of empowered decision-making, shared learning, risk-taking, and lean operations.
Participate in cross-functional succession planning and talent development.

Minimum Qualification 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 health care, medical affairs, clinical development, and scientific or medical communications field to understand national health care systems and organizational hierarchies.
• Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner.
• Excellent written skills to respond to customers’ queries succinctly, accurately and objectively.