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Contact Info
Paula O'Reilly
Life Science

+353 1 507 9265
[email protected]
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Details

Fluent French and Arabic Customer Excellence & Medical Solution Associate


Reference:POR/A053881 Location: Cork
Qualification:DegreeExperience:2-3 Years
Job Type:PermanentSalary: Not Disclosed
May be suitable for: Medical Information Associate

A Customer Excellence & Medical Solution Associate / Senior Associate with full fluency in English, Arabic and French is required to join a leading global pharmaceutical business based in Cork. This is an opportunity to join a vibrant multi-cultural and multi-lingual team where you will play your part in making a difference for people the world over by supporting the business as it discovers, develops, and delivers medicines that help people live longer, healthier and more active lives.


The role of the Customer Excellence & Medical Solution Associate / Senior Associate is to provide answers to unsolicited medical requests from customers. Answers are created based on professional and scientific expertise, and serve as an essential link between the business and customers (HCPs or patients, respectively). Careful listening to customer needs and adequate responding to customer inquiries is associated with a positive customer experience.


The Role

  • Handle calls requesting product information from 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
  • Ensure optimal customer satisfaction
  • Align to the standards and with a focus on customer experience
  • Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance

The Person
  • Fluency in English, French and Arabic is a requirement for this role.
  • 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.
  • 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

For further details please contact; Paula O’Reilly on 00 353 (0)87 7094141 or send CV in confidence to [email protected]