Customer Service Officer with German

Customer Service Officer with German

Location: Warsaw Poland

Job Purpose

Act as a first line of contact in regard to customer service enquires for Theramex products for patients medical professionals and other external stakeholders.

Key Duties and Responsibilities

• Handling customer service enquires from all sources (i.e. emails calls letters etc.) for Theramex products;
• Providing accurate information in regard to products availability price reimbursement etc.;
• Timely evaluation and escalation of the enquires as/ when required i.e. triage of adverse events (AEs) product quality complaints (PQCs) complex medical information enquires;
• Ensure that relevant and accurate information is logged in the Theramex tracking system;
• Periodic reconciliation of the enquiries AEs and PQCs with the relevant departments within Theramex;
• Make outbound calls to members of public where follow up action is required;
• Preparation of standard responses and frequently asked questions documents for Theramex products.

Minimum Requirements

Essential Criteria:

• Education to GCSE level or equivalent
• Fluent written and spoken German and English

Experience (preferred but not essential):

• Call Centre Control Room or other Customer Service environment

Skills:

• Excellent Customer Service skills
• Excellent keyboard skills
• Possess a high level of communication skills
• Able to assimilate information quickly to make informed decisions and act accordingly in line with policy practices and procedures
• Demonstrate good written analytical and listening skills