Customer Service Specialist

at  Novo Nordisk

Customer Service Specialist
Category: Quality
Location:Prague, Czech Republic, CZ
Are you motivated by cross-organizational collaboration with tasks of high business impact and often high complexity? Do you see yourself implementing new processes and setting new direction? If so, we are looking for a motivated candidate to handle customer complaints within the medicinal product. Apply and become our new Customer Service Specialist!

QUALIFICATIONS

You should be a strong communicator, you can work systematically with handling and analysing complex data and continuously improving our approach and maintain high quality customer experience.

YOUR PRIMARY RESPONSIBILITIES WILL INCLUDE:

• Improve customer service experience, create engaged customers, and facilitate proper use of Novo Nordisk’s products.
• Handling escalated and complex customer complaints, especially within the area of marketed products in diabetes and obesity. Handling customer service hot line enquiries regarding availability of Novo Nordisk’s products. Take ownership of customers issues and follow problems through to solution.
• Supporting our colleagues across the organization.
• Developing and implementing procedures and protocols for handling customer complaints, including training for relevant stakeholders.
• Optimizing our process for how we work with customer complaints. Analyse statistics and compile accurate reports.

TO SUCCEED IN THIS ROLE, YOU SHOULD:

• Have at least high school in natural or life sciences, or in technical field.
• Be fluent in both written and spoken English, native Czech language.
• At least 2 years of experience in customer service, ideally in pharma, medical devices, dietary supplements, quality assurance or experience as a Pharmaceutical Assistant.
• Knowledge of diabetes is great advantage.
• Have experience in communicating with customers and with handling customer complaints.
• Educate our patient regarding products.
• Be technical support for our patients.
• Be patient, calm, able to communicate in nice manners.