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Customer Services Analyst - Spanish

Job Title: Customer Services Analyst - Spanish
Contract Type: Permanent
Location: Cork
Industry:
REF: 90726
Job Published: 4 months ago

Job Description

Contact: Jenny Dore
Email: recruit@hero.ie
Telephone: 086 0449371

 
Customer Services Analyst - European Language
Our client, a pharmaceutical company in Cork are currently looking to recruit a CMS Analyst for their site.


Requirements 
  • Provide excellent contracting and payment support to the external Healthcare Professional as well as the internal affiliate business partner.
  • Be seen as a "go-to" information resource for Contracting to Pay queries both from external and internal business partners.
  • Provide excellent customer experience through the timely coordination & execution of  contract to pay processes for assigned country.  This requires monitoring daily operational dashboard to ensure compliance with pre-defined SLAs & ensuring effective distribution of the dashboard across the team
  • Ensure compliance with data capture requirements to support the company's TOV Disclosure requirements, which may include supporting data correction and reporting queries from Global Transparency team pre or post publication
  • Review key metrics & communicate to stakeholders to ensure KPIs are being met & improved
  • Ensure efficient and effective issue resolution for queries escalated from Associates, including escalating as necessary to the Managers
  • Effectively coach & mentor the Associates to ensure they deliver excellence and compliance across key processes.
  • Demonstrate business process expertise, both functionally and technically and be prepared to train/lead team in same.
  • Support global projects as required.
  • Support the overall team by demonstrating flexibility in providing cover for team members and training of new team members

Education / Qualifications
  • 2-3 years' customer facing experience with excellent communications & compliance skills, together with experience identifying and delivering process change
  • Bachelor's Degree 
  • Fluency in English & Second European Language Spanish, Russian, German, French)
  • Ability to handle complexity and utilize analytical skills, with attention to detail
  • Ability to proactively & effectively analyse & resolve problems
  • Ability to effectively prioritize and complete key tasks and deliverables
  • Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
For further information on this CMS Analyst role in Cork please contact Jenny Dore on 086 0449371 / recruit@hero.ie
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