Technical  & Customer Excellence Solution Expert fluent German

Location: Cork, Ireland

Contract: 12 months via Bespoke Recruitment

Salary: 35-40K gross

Hybrid 50% office based p/month

EU passport

Native/fluent German

No relocation support

Start date: July

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.
• 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 German 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.
• Optimise CX using advanced interaction skills together with high-level technological solution skills.
• Processing Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.

Requirements:

• Qualifications preferably in healthcare, natural sciences, pharmacy, biochemistry, biomedical, engineering, nursing etc. OR relevant business experience, e.g. medical or pharmaceutical technical assistant, medical sales representative, document management expertise, customer support…
• Excellent time management: able to work under pressure and with short deadlines
• Effective prioritization: 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
• 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
• Use of databases and document management systems