Medical Information Customer Experience Specialist -12 month fixed term

As a Medical Information Customer Experience Specialist at Pfizer, you will provide first-line support to healthcare professionals and consumers by addressing their inquiries through inbound call centers. This requires broad knowledge of Pfizer's customer-facing functions to enhance the overall customer experience. Your duties will include delivering accurate medical information, updating response documents, identifying continuous improvement opportunities, and supporting various Medical Information projects.

To apply for the role of Medical Information Customer Experience Specialist at Pfizer, you should hold a Bachelor's or Life Science Degree, preferably in Pharmacy. Additionally, having 1-2 years of experience in Medical Information, patient health counseling, or drug information is essential. Strong oral and written communication skills, coupled with excellent customer service abilities, will further enhance your candidacy.

Pfizer stands out as an employer by offering a comprehensive range of benefits for its Medical Information Customer Experience Specialists. This includes paid parental leave, access to various Health & Wellness applications, career growth programs, recognition and rewards, and options for professional development through Pfizer Learning Academy. Moreover, employees can participate in volunteer days and have access to health checks, ensuring their well-being is prioritized.

The work environment for a Medical Information Customer Experience Specialist at Pfizer in Sydney is dynamic, fast-paced, and supportive. You’ll collaborate with a diverse team spanning multiple cultures, as you engage in innovative customer service strategies. The company promotes a hybrid work model, giving you the flexibility to balance your professional and personal life while making a positive impact on the healthcare community.

Yes, there are abundant opportunities for career advancement for Medical Information Customer Experience Specialists at Pfizer. The company is dedicated to the professional growth of its employees through various programs, including the Career Growth Experiences program and access to prestigious learning resources. Additionally, your contributions to customer experience can lead to enhanced responsibilities and growth within the organization, depending on your performance and interests.

In a high-pressure environment, prioritizing customer queries requires a structured approach. Start by assessing the urgency and impact of each query. Use active listening to understand the customer’s needs and categorize their requests based on complexity. Communicate clearly with the customer about expected wait times, and remember to document the inquiries for future reference so that follow-ups can be managed efficiently.

When discussing your experience with medical information databases, focus on specific systems you've utilized and how you navigated them to retrieve data. Highlight instances where your research directly contributed to resolving customer queries effectively. Mention the importance of accuracy, comprehensiveness, and the value of staying updated with medical information advancements.

To improve customer experience, consider implementing feedback loops that allow customers to express their satisfaction and provide suggestions. Additionally, actively seek out opportunities to streamline processes and remove bottlenecks. Regularly training and refreshing team knowledge can also be beneficial, as well as enhancing digital engagement for healthcare professionals.

Handling difficult customer interactions requires patience, empathy, and strong communication skills. First, listen carefully to the customer’s concerns without interruption. Acknowledge their feelings and reassure them that their issue will be addressed. Present solutions calmly, and if necessary, escalate it to a manager. Remember to follow up post-interaction to ensure resolution and customer satisfaction.

Pfizer's commitment to diversity and inclusion is evident in its diverse workforce which reflects the communities it serves. The organization champions various initiatives, such as Colleagues Resource Groups and engagement opportunities that prioritize representation and equity within the workplace. Understanding this commitment is crucial as it shapes the company culture and enhances employee satisfaction.

Expressing your desire to work as a Medical Information Customer Experience Specialist at Pfizer should focus on your passion for improving patient outcomes. Highlight your eagerness to join a company that values innovation, collaboration, and dedication to health. Make it clear that you resonate with Pfizer’s mission and are excited about the prospect of contributing meaningfully to healthcare decisions.

Staying updated with the latest medical information involves leveraging multiple sources. Subscribing to medical journals, attending industry webinars, and participating in professional networks can provide pivotal insights. You can also utilize Pfizer resources, such as internal training sessions, to stay informed about new products and guidelines relevant to your role as a Medical Information Customer Experience Specialist.

Teamwork is crucial in the Medical Information Customer Experience Specialist position. Collaboration ensures that you leverage diverse expertise to resolve queries efficiently and effectively. Discussing challenges with peers can lead to innovative solutions and improved processes. Additionally, a cooperative team environment fosters a supportive culture, vital for delivering the best customer experience.

Key qualities for a Medical Information Customer Experience Specialist include strong communication skills, empathy, attention to detail, and adaptability. A successful specialist should be patient-oriented, able to work under pressure, and possess a solid understanding of medical terminologies. Highlighting these attributes in your responses will demonstrate your fit for the role.

To contribute to identifying and implementing process improvements, actively engage in feedback exchanges with colleagues and customers alike. Utilize data analytics to glean insights into performance metrics and identify areas in need of enhancement. Propose actionable solutions that align with customer needs and collaborate with relevant stakeholders to ensure effective implementation.