CUSTOMER SUPPORT fluent German

Location: Cork, Ireland

Contract: 12 months via Bespoke Recruitment

Salary: 35K gross p/year

Hybrid 50% office based p/month 50% work from home p/month

Medical Information provides answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise, and serve as an essential link between company and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.

Medical Information Contact Center Agents combines technical knowledge and communication expertise to deliver relevant answers that are meaningful and relevant to customers.

Responsibilities:

• Provide a timely, professional, and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients).
• Align to the standard and with a focus on customer experience (CX) and technical devices.
• Documenting all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems and following the appropriate business procedures to ensure regulatory compliance.
• Processing Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.

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
• Fluent English and German speaker
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively while maintaining standards
• Proficient computer skills
• Use of databases and document management systems