Responsibilities:

• Handle calls requesting product information from HCPs and the general public.
• Answer calls in a courteous, professional manner with predefined answers/resources.
• Handle queries from customers by providing balanced, accurate and non-promotional information.
• Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate procedures.
• Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
• Facilitate fulfilment of customers’ requests.
• Escalate all enquiries without predefined answers according to defined processes.
• Other duties and special projects that are assigned by management (experience related).
• Utilize computer technology to handle high call volumes.
• Ensure optimal customer satisfaction.

• Share effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and enhance company product and organizational knowledge.
• Support organizational changes. Demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.

Qualification Requirements:

• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
• Good written skills to succinctly, accurately and objectively respond to customers queries
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• 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
• Experience of software packages such as Word, Excel and Outlook
• Fluency in German and English is essential for this role.