Customer Relations Officer (12 month contract)

American Medical Informatics Association, Inc; Wisconsin; Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Relations Officer to provide exceptional support to healthcare professionals and consumers. This role involves responding to inbound calls, documenting interactions, and handling product complaints. The ideal candidate will possess strong customer service and communication skills, thrive in a fast-paced environment, and be able to work effectively in a virtual setting. Join a team that values dedication and professionalism, where your contributions will directly impact patient care and service quality.

Qualifications

• Excellent customer service skills for internal and external customers.
• Strong communication skills with technical and medical terminology.

Responsibilities

• Responding to calls from healthcare professionals and consumers.
• Handling product complaints and liaising with internal stakeholders.

Skills

Customer Service Skills

Communication Skills

Organizational Skills

Ability to Multi-task

Education

Nursing or Pharmacy / Allied Health Background

Job description

Customer Relations Officer (12 month contract)

Pfizer     Sydney, Australia     9 days ago

Description

The Customer Relations Unit (CRU) provides professional first-line support to Health Care Professionals and consumers via inbound call centres for Medical Information and in-house patient support programs. CRU supports the efforts of Medical Information (MI) by filtering inbound calls, acting on and closing calls as per service guidelines and redirecting calls to appropriate product-aligned streams within MI and other key stakeholders throughout Pfizer as appropriate.

The Customer Relations Officer also supports the intake and handling of product complaints and in this capacity are required to liaise with customers to understand and document their complaint, and internal stakeholders to process and finalize product complaints.

If you are customer-focused with a positive can-do attitude, then we want you in our team.

Your responsibilities will include:

1. Responding to external calls from physicians, pharmacists, other health care professionals, and consumers as per service guidelines using approved scripts or standard responses.
2. Entering call details into MI system and updating call records.
3. Acting as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.
4. Arranging the dispatch of material requests as per service guidelines.
5. Handling of Product Complaints and reporting within the Medical Information department.
6. Assessing and providing product replacements as appropriate.
7. Liaising with internal stakeholders to process and finalize Product Complaints.
8. Liaising with Drug Safety regarding the identification and reporting of potential patient safety issues.

To be considered for this opportunity you will have:

1. Excellent customer service skills, supporting internal and external customers.
2. Strong communication skills, including technical and medical terminology, both written and verbal.
3. A high level of organization, with the ability to multi-task and work well under pressure.
4. Ability to work in a home office, matrixed, virtual, mutually supportive environment.
5. Experience in an inbound call centre in the Pharmaceutical / Healthcare sector would be desirable.
6. Nursing or Pharmacy / Allied Health background would be a plus.

This role is required to work 9am-5pm AWST (Australian Western Standard Time) and observe WA public holidays. This position is a 12 month fixed term contract.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Support Services

#LI-PFE

Job ID: 61144619

Location: Sydney, Australia

Company Name: Pfizer

Position Title: Customer Relations Officer (12 month contract)

Job Type: Full-Time