Customer Excellence & Technical Solution, Medical Information Spanish

Location: Cork, Ireland – Relocation is mandatory!!!

Fixed-term contract for 24 months with a view to renewal or a direct indefinite contract with the company

Contingency contract

Salary: €30k-€35k DOE (https://salaryaftertax.com/ie/salary-calculator )

Required: EU Passport  (we do not offer visa sponsorship for this role)

 

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

• Provide a timely, professional, and quality response to medical/pharmaceutical inquiries from customers (e.g. healthcare professionals, patients).
• Align to the standard and with a focus on customer experience (CX) and technical devices.
• Document all medical information queries in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
• Report adverse events and product complaints collected while processing unsolicited requests.
• Act as the primary technical expert for Medical Information.

Customer Excellence & Technical Solution 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
• advances the quality and transparency of the company research.

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 to unsolicited medical requests from customers are provided via traditional channels (phone/email) and, increasingly, virtually. Careful listening to customer needs and a quality response to their inquiry are associated with a positive customer experience (CX).

 

Primary Responsibilities:

1. Enquiries Management

• Handle customers’ queries received through all channels by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
• Apply technical expertise in Medical Information standards to deliver compliant, tailored responses to different audiences through all channels (English and/or local language).
• 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 must be concise, thorough, and accurate, in accordance with Good Documentation Practices.

• Optimise CX using advanced interaction skills together with high-level technological solution skills.

 

2. Operational Excellence

• Continuously expand own expertise and actively support colleagues by sharing subject matter knowledge (e.g., devices, technical information, business processes, systems, the company products) to strengthen compliance, operational effectiveness, and customer experience (CX).
• Identify and contribute ideas to improve compliance, operations (processes and systems) and CX, including involvement in project teams or user acceptance testing.
• Identify and report issues that impact operations or CX promptly.
• Demonstrate flexibility (e.g. cover, availability) to maintain operations and CX.

 

3. Compliance

• Integrate compliance into daily activities and working practices.
• Comply with any corrective and preventive actions.
• Cooperate and assist with service quality monitoring, investigations, audits or inspections and involved commitments.

 

4. Partnership

• Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
• Liaise with partners to support business operations (e.g. systems expertise/training).

 

 

 

 

Other responsibilities – depending on the competency and experience

• Delivery & Operational Excellence

o Ensure the delivery of services that meet customers’ needs (internal and external), with a focus on excellent customer experience and technical mastery of the company devices and products,

o Ensure readiness to support the successful EU launch of new products/indications.

o Ensure continuous process optimisation, enhancement and harmonisation

o Perform regular self-review to ensure quality standards are met.

o Ensure active contributions to the continuous optimisation of technical content.

• People and Culture

o Optimise cross-functional collaboration and teamwork.

o Create a culture of empowered decision making, shared learning, growth mindset and innovation.

• Partnership and Outreach

o Maintain effective partnerships with relevant business partners to leverage the team’s expertise to appropriately support strategic objectives and initiatives

 

Minimum Qualification Requirements:

• Diploma or Degree (or equivalent), preferably in healthcare, natural sciences, pharmacy, or nutrition.

Or relevant business experience, e.g. medical or pharmaceutical technical assistant, medical sales representative, document management expertise, Customer support

• Excellent active listening skills with effective verbal skills to respond to customers in a rational and empathetic manner
• Fluent English and Spanish speaker
• Excellent time management: able to work under pressure and with short deadlines
• Effective prioritisation: able to respond flexibly and empathetically to customer needs, managing their expectations effectively while maintaining standards
• Teamwork: collaborates to build solid relationships with team members and business partners in a multicultural environment
• Problem-solving: proactive, analytical and pragmatic approach
• Proficient computer skills
• Use of databases and document management systems

 

Demonstrated experience preferred in:

• business environment, ideally a multinational organisation
• service/contact centre, medical information operations or pharmaceutical industry
• healthcare, medical affairs, clinical development, scientific or medical communications field

 

Other Information/Additional Preferences:

• Good written skills to succinctly, accurately and objectively respond to customers’ queries
• Project management experience