About The Position
The Medical Services Specialist is a customer-focused primary resource for people contacting the Information Center about products and services. Drawing on healthcare experience and product and disease-state training, the specialist provides accurate information through telephone, email, and written communications. Topics may include product information, pricing, patient education materials, product quality complaints, and adverse experiences. Working independently in a call center environment, the specialist builds and maintains relationships with internal and external customers, responds to inquiries, and may make outbound calls to deliver specific product messages. The position requires strong communication and organizational skills and adherence to industry regulations and established response guidelines. The role is fully remote and offered as a replacement contract. The employer provides 23 paid holiday days per year, a €1.50-per-day work-from-home allowance, medical insurance, technical equipment, a referral program with additional bonuses, and access to a global learning platform for personal and professional development.
Requirements
- Proficiency in English and German at B2/C1 level.
- Competency using information technology, PCs, and databases.
- Excellent verbal, telephone, and written communication skills.
- Ability to multitask.
- Good problem-solving and decision-making skills.
- Good time-management, interpersonal, and organizational skills.
- A certificate confirming successful university studies and a passed examination in pharmacy, chemistry, biology, human medicine, or veterinary medicine; alternatively, qualification as a pharmacist’s assistant or technical assistant in pharmacy, chemistry, biology, human medicine, or veterinary medicine.
Nice To Haves
- Previous experience in a call center environment.
- Experience providing medical information and customer service to healthcare professionals over the phone.
Responsibilities
- Manage customer inquiries through to successful resolution.
- Provide product and disease-state information, including on-label and off-label information, within Standard Response guidelines.
- Deliver high-quality customer service and resolve inquiries immediately when possible.
- Communicate product information, messages, and offers to physicians, healthcare staff, and consumers through outbound tele-service.
- Evaluate calls and escalate them when appropriate.
- Respond to non-phone inquiries, including email and fax.
- Comply with industry regulations, including adverse-event and product-quality processes.
- Complete assigned project work in a timely manner.
- Maintain current knowledge of product, medical, disease, and industry information.
- Collect relevant customer information and record interactions in appropriate systems.
- Communicate customer calls, issues, trends, programs, and solutions.
- Collaborate with team members across products and medical and business issues, and share best practices.
Benefits
- 23 paid holiday days per year.
- €1.50-per-day work-from-home allowance.
- Medical insurance scheme.
- Technical hardware equipment provided by the employer.
- Referral program offering additional bonuses.
- Access to a global learning platform for personal and professional development.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
Associate degree
