Portuguese Medical Information Customer Experience Specialist (Temporary 7 month)

Medical Information Customer Experience Specialist (MICES) provides technical and medical information to Healthcare Professionals and patients/caregivers with high a degree of quality and customer service in the local language. The MICES may also assist with secondline content management activities.
Medical Information Customer Experience Request Management
• Research and respond to inquiries received via multiple channels including (but not limited to) phone, email, webform, live chat or postal mail, within the required timelines and standards.
• Document the inquiry and response accurately and completely according to relevant Standard Operating Procedure (SOP)/ Work Instruction (WI), and regulatory guidelines.
• Identify and report adverse events and product quality complaints within required timelines.
• Provide response in customer's local language using approved resources in English.
• May support a therapeutic area team with secondline activities including (but not limited to) escalation management and content creation General Responsibilities
• Ensure continuity and quality of service for customers across all countries of cover by supporting Medical Information IDM Customer Experience Country/Cluster Lead and relevant MI colleagues. • Identify continuous improvement (CI) opportunities to improve processes and take an active role in implementation of process improvement.
• May be required to represent MI in required Pfizer Country Office (PCO) activities and communicate with and raise awareness of MI to PCO and Business Units (BUs) which may include (but not limited to) the creation of reports, attendance at relevant meetings and training of PCO colleagues.
• May support the Country Relationship Management for a specific market(s)
• Act as a point of contact for other MI staff, ensure country specific data is relevant and up to date and MI is informed of any country-based issues in a timely manner.
Basic Qualifications
• Degree in a life science/healthcare field required.
• 1-2 years of medical information or relevant work experience, preferred
• Customer Service experience, preferred
• English language (min C1) and Portuguese language (native)
• Strong oral and written communication skills Preferred Qualifications
• Pharmacy Degree preferred
• Understanding of the regulatory and compliance issues relating to the medical function
• Demonstrated interpersonal skills
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
• May be required to work National Holidays
• May be required to work outside Normal Business Hours
• Occasional business travel
Medical Information (MI) EUCAN is a customer-focused group within Worldwide Medical & Safety that is responsible for handling and responding to unsolicited medical inquiries regarding Pfizer products and devices, from customers that include consumers, healthcare professionals (HCPs) and internal Pfizer colleagues across the region. The MICES will report to the Medical Information IDM Customer Experience Country/Cluster Lead within Medical Information EUCAN.
#LI-PFE
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!
Medical