Customer Relations Officer

2 months ago

Sydney, Australia Pfizer Full time

What You Will Achieve

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 finalise product complaints.

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

How You Will Achieve It
- Responding to external, calls from physicians, pharmacists, other health care professionals, and consumers as per service guidelines using approved scripts or standard responses
- Enter call details into MI system and update call records
- Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.
- Arrange the dispatch of material requests as per service guidelines
- Handling of Product Complaints and reporting within the Medical Information department
- Assess and provide product replacements as appropriate
- Liaise with internal stakeholders to process and finalise Product Complaints
- Liaise with Drug Safety regarding the identification and reporting of potential patient safety issues

Must Have
- Excellent customer service skills, supporting internal and external customers
- Strong communication skills, including technical and medical terminology, both written and verbal
- A high level of organization, with the ability to multi-task and work well under pressure
- Experience in an inbound call centre in the Pharmaceutical / Healthcare sector would be desirable
- Nursing or Pharmacy / Allied Health background would be a plus

Work Location Assignment: Flexible

Support Services

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