Medical Information Expert

Beschreibung

Job Title: Medical Information Expert
Location: Germany (Complete Remote)
Language requirement: Native level German is mandatory
Duration of Contract: 6 months
Start date: as soon as possible (ab sofort)
Type of Contract: Freelancer (Freiberuflich Vertrag)

Job Summary :

The Medical Information Expert is responsible for providing premier customer service on inquiries, processing orders, explaining client products, and handling complaints in German in a prompt, courteous, clear and concise manner. At minimum, this position handles one brand, line of business, or contact type based upon the needs and structure of the client.

Principal Responsibilities: (Essential Function)
Include all or majority of the following below. Other duties may be assigned.
? Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
? Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
? Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
? Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
? Provides prompt and accurate service to promote customer loyalty for the client.
? Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
? Ensures that production and quality expectations are achieved and meet or exceed all client contractual requirements.

Education:
? Bachelor’s degree in Healthcare discipline is required.
Experience:
? Related customer service experience preferred?????????? ?????????????? J O B D E S C R I P T I O N
Certificates, Licenses, Registrations:
? This position requires completion and certification of all program-related training, Do Not Call and all other Privacy and Compliance related training.
Other Qualifications:
? This position may require participation in and possible travel to training sessions, completing selfstudy, certification and call monitoring.
Skills & Competencies:
? Very good written and spoken command of English;
? Very good written and spoken command of foreign languages different from English at B2 or above level as per the Common European Framework of Reference for Languages will be considered an advantage.
? Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids;
? To write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.
? Ability to type fast with a high degree of accuracy while talking;
? Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.
? Proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer’s inquiry;
? Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.).
? Ability to manage difficult, irate or emotional customers while maintaining composure;
? Ability to multi-task;
? Excellent time and process management skills, strong data integrity and attention to detail.