Customer Excellence & Medical Solution Associate-Fluent German
Our client, a global pharma company are currently recruiting a Customer Excellence and Medical Solution Associate to join their Medical Information team on a permanent basis. Fluency in German and English is essential for this role.

Responsibilities:

• Handle calls requesting product information from Health Care Professionals (HCPs) and other customers
• Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources
• 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 is to be concise, thorough, and accurate in accordance with Good Documentation Practices
• Support the organisation with the maintenance of the knowledge database
• Facilitate fulfilment of customers’ requests
• Escalate all enquiries without predefined answers according to defined processes
• Utilize computer technology to handle high call volumes
• Ensure optimal customer satisfaction
  

• 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 a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organizational hierarchies
• Fluency in German and English
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
• Excellent 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
• Proficient computer skills
• Knowledge of customer center or medical information operational experience
• Project management experience would be an advantage