Customer Care Veterinary Technician

6 months ago

Malvern, United Kingdom Zoetis Full time

States considered: PA

Role Description

The Veterinary Medical Information and Product Support (VMIPS) Team fosters the safe and appropriate use of Zoetis products with all customer segments and all approved contact center channels by responding to unsolicited requests for medical and technical information. VMIPS is responsible for maintaining the regulatory integrity of our growing product portfolio by identifying and appropriately completing regulatory reportable cases. VMIPS does all of this with a customer obsessed mindset with the goal of providing outstanding customer service to our customers. The Customer Care Veterinary Technician (CCVT) is the first point-of-contact for our customers and responds to routine and complex inquiries and adverse experiences involving Zoetis product in a manner that is consistent with department and organizational standard operating procedures, while utilizing effective communication techniques with callers, customized solutions and ensuring the delivery of a mutual resolution.

**Responsibilities**:
Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs
- Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines
- Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
- Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards
- Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)
- Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database
- Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
- Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business

Page 2
- Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer
- Utilize phone, workforce management and QA systems with ease and efficiency
- Maintain collegial, team-player attitude when interacting with VMIPS colleagues
- Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
- Participate in ongoing departmental and weekly team meetings
- Manage multiple tasks simultaneously in a consistently changing environment; work with manager to prioritize appropriately
- Perform other duties as requested by your manager

Full time

Regular

Colleague

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