Medical Information Agent Fluent German
Our client, a global pharmaceutical organisation based in Cork are currently recruiting for a Medical Information Agent. Fluency in German and English are essential. As Medical Information Agent you will professionally responding to medical/pharmaceutical inquiries from Health Care Providers (HCP), patients and other customers. You will also be responsible for documenting all customer interactions in the appropriate computer system.

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
• 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 relevant equivalent business experience. Business experience such as medical sales representative will also be considered
• Fluent German & English- Oral and Written
• Knowledge of service centre or medical information operational experience
• 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