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Customer Experience Specialist
2 months ago
Medical Information Customer Experience Specialist - Walton Oaks (Hybrid) - 12 months contract - £21.84-£23 per hour Umbrella or £19.49-£21 per hour PAYE
We are looking for a Dutch-speaking MICES who also speaks fluent English, both at proficiency level C1. Any additional European language skills (German, French, Polish, Greek, Norwegian, Danish, Swedish), then perfect.
Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high degree of quality customer service in the local language. The MICES may also assist with second line content management activities.
Medical Information (MI) EUCAN is a customer-focused group within Worldwide Medical & Safety that is responsible for handling and responding to unsolicited medical inquiries regarding client products and devices, from customers that include consumers, healthcare professionals (HCPs) and internal client colleagues across the region. The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within Medical Information EUCAN.
Medical Information Customer Experience Request Management:
• Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards.
• Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
• Identify and report adverse events and product quality complaints within required timelines
• Provide response in customer’s local language using approved resources in English.
• May support a therapeutic area team with second line activities including (but not limited to) escalation management and content creation.
Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues.
• Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
• May be required to provide training and support to other team members.
• May be required to represent MI in required Client Country Office activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues.
• May support the Country Relationship Management for a specific market(s)
• May participate in additional projects within MI.
• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country based issues in a timely manner.
Degree in a life science/healthcare field required
• Pharmacy Degree preferred
• 1-2 years of medical information or relevant work experience
• Customer Service experience
