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French CMS Analyst

Job Description

FRENCH CUSTOMER MEETING SERVICES ANALYST

Location: Cork

The company

Our client, a leading pharmaceutical organization, that with offices all around the world, with achievements such as being the first company to mass-produce penicillin, the Salk polio vaccine, insulin and much more. The client is now looking for an French Customer Meeting Services Analyst to join their CMS team in Cork.

Responsibilities

  • Handling queries / calls from external customers, such as healthcare professionals, in a courteous, professional manner.
  • Market oversight for coordination & execution of C2P process for assigned country/Hub.
  • Ownership for issue resolution and escalation as required.
  • Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
  • Makes decisions that impact own priorities and allocation of time to meet deadlines and workload.
  • Accurate recording of all data to ensure compliance at all times.
  • Reporting for Senior Leadership, Business & Local Affiliates as required including weekly/monthly/quarterly metrics on regional team activities to measure success
  • Ensures optimal customer satisfaction in all aspects of the process.
  • Develop and maintain strong working relationships with the affiliate and wider organisation.
  • Influence and garner support from stakeholders in implementing process improvements.
  • Create, Promote and Maintain Operational Excellence.
  • Provide input and recommendations into possible continuous improvement initiatives to increase efficiency and effectiveness.
  • Continuously looks for ways to improve our service level for our customers /stakeholders.
  • Supports organizational changes.
  • Demonstrates flexibility in providing coverage and/or availability for scheduling adjustments for unexpected absences, events, or meeting volume variances.
  • Providing training to the business areas that support the processes. e.g. basic required training, or to improve efficiency of the processes.
  • Participates in internal and external educational opportunities relevant to the role.

Compliance

  • Understand and follow all compliance policies, laws and regulations relevant to the role.
  • Ensure adherence to document retention requirements in line with the company’s Global Record Retention Schedule and any applicable local legal requirements.
  • Ensure adherence to Anti-Corruption requirements when interacting with and engaging HCP’s.
  • Ensure compliance with Transparency reporting requirements.
  • Ensure all operational controls are completed to level required and within agreed timeframe.
  • Integrate compliance into daily activities.
  • Cooperate with investigations, monitoring and audits.

Basic Qualifications

  • University Degree
  • Fluency in French is a requirement, additional European is an advantage.
  • Min 2 years customer facing experience. Must demonstrate strong telephone communication skills with ability to influence and negotiate.
  • Self-motivated professional with excellent customer service and strong working/team building relationship skills.
  • Proven interpersonal and communication skills to interact with the organization and respond to customer needs while managing their expectations.
  • Demonstrates good judgment and is solution orientated.
  • Ability to work independently and within a team environment.
  • Strong organizational and multitasking capabilities.
  • Accuracy and attention to detail.
  • Experience of working to tight deadlines with good time management skills.
  • Flexibility in adapting to a non-routine and fast paced environment.
  • Proactive, analytical and pragmatic approach to problem solving.
  • Proficient with Microsoft Office software (Excel, Word, etc…)

Additional Skills / Preferences

  • Legal and/or Contracting support experience an advantage
  • Compliance and controls experience an advantage
  • Hospitality and/or Travel & Meetings experience an advantage

 

Ref: 46485

Location

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