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Digital Solutions Agent Fluent German

Reference:SCARAT-855372 Location: Cork
Qualification:DegreeExperience:1-2 Years
Job Type:PermanentSalary: Not Disclosed
May be suitable for: Medical Information

Digital Solutions Agent Fluent German
Our client a global pharma organisation are currently recruiting for a Digital Solutions Agent to join their team on a permanent basis. As Digital Solutions Agent you will to provide accurate, professional and timely answers to patients, Health Care Providers (HCPs) and other customers.
A Native/ Fluent German speaker with fluency in English is essential for this role.


  • Answering requests from predominantly patients but also HCPs on technical issues relating to medicines or device use compliantly
  • Following business procedures including adverse events and product quality complaints reporting to ensure regulatory compliance
  • Documenting all customer interactions in the appropriate Customer Relationship Management (CRM) systems
  • Following the local affiliate process of product complaints reporting, follow up & closure that is aligned with Regulatory and Corporate requirements
  • Document all connected care related complaints steps in Trackwise system
  • Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process
  • Answer all contacts in a courteous, professional manner using predefined balanced, accurate and non-promotional answers/resources and knowledge systems
  • Facilitate fulfilment of customers’ requests including materials under distributing Copyright protected materials in a compliant manner
  • Escalate all Medical Information requests without predefined answers according to defined business processes and service standards
  • Ensure optimal customer experience for all customer contacts using advanced customer interaction skills in conjunction with excellent technological solutions skills.

  • Bachelor´s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
  • Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field
  • Experience of service/contact centre or medical information operations an advantage
  • A Native/ Fluent German speaker with fluency in English is essential for this role
  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
  • Good written skills to succinctly, accurately and objectively respond to customers queries
  • Effective prioritization yet able to respond flexibly and empathetically to customer needs, managing their expectations effectively
  • Proactive, analytical and pragmatic approach to problem solving
  • Excellent time management skills: able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards
  • Experience of software packages such as Word, Excel and Outlook and experience is using database systems
  • Project management experience would be an advantage