Customer Service Representative

3 days ago

Great Malvern, Worcestershire, United Kingdom Zoetis Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Care Veterinary Technician. As a key member of our Veterinary Medical Information and Product Support (VMIPS) Team, you will play a critical role in fostering the safe and appropriate use of our products with all customer segments and approved contact center channels.

Key Responsibilities
  • Deliver Exceptional Customer Support: Provide personalized customer experiences through easy, efficient, and empathetic interactions that allow our customers to accomplish their needs.
  • Respond to Customer Inquiries: Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines.
  • Product Knowledge and Expertise: Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments, and diagnostic interpretation.
  • Adverse Event Reporting: Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards.
  • Complaint Resolution: 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).
  • Data Accuracy and Consistency: Assure that the appropriate processes and procedures are followed to maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database.
  • Marketing and Education: Educate customers on Zoetis product, service, and program offerings, following up with additional information when necessary.
  • Business Partnerships: Liaise with internal Operations, Marketing, Sales, and Manufacturing teams to identify the best outcomes for the customer.
  • Technical Skills: Utilize phone, workforce management, and QA systems with ease and efficiency.
  • Team Collaboration: Maintain a collegial, team-player attitude when interacting with VMIPS colleagues.
  • Professional Development: Complete ongoing required training within stipulated time-frames to maintain strong knowledge of products, programs, policies, and procedures.
  • Communication and Time Management: Manage multiple tasks simultaneously in a consistently changing environment; work with manager to prioritize appropriately.
About Zoetis

Zoetis is a leading animal health company dedicated to improving the health and well-being of animals and the people who care for them. We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status or any other protected classification.

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