[Hiring] Switchboard Agent @ProPharma

Role Description

The Switchboard Agent will provide a professional and friendly reception service for all client customers phoning the switchboard line. This is a fully remote role, based in Germany. The working hours are on a 2 weekly Rota as follows:

• Week 1 - 8am - 5pm CET
• Week 2 - 9am - 6pm CET

Main Responsibilities:

• Answer the multi-line phone promptly, professionally and with a friendly voice.
• Route calls to the appropriate contact in line with agreed procedures.
• Ensure all office communications via email are routed to the appropriate person(s) in a timely manner.
• Client audit support.
• Provide administrative support to the office as delegated by the Manager.
• Provide overflow support as required for the medical information services taking detailed messages as delegated by the Manager.

Quality Assurance:

• Maintaining a good level of quality in all aspects of the job.
• Independently ensuring that tasks are completed within the deadlines documented in the Company SOPs and Working Practices.
• As directed by the manager, assisting with the developing and maintaining of processes to ensure the delivery of high-quality work (for example updating of check sheets/instructions/other documents).

General:

• Having a solid working knowledge of, and to comply with, the Standard Operating Procedures of ProPharma.
• Working in a professional manner at all times, with clients, customers, team members and management.
• Complying with the Company’s Health and Safety Policies.
• Ensuring the Confidentiality Statement within the Contract of Employment is always adhered to in respect of the data and property of ProPharma, its clients, and employees of the business.
• Ensuring that any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations as described in ProPharma SOPs.

Training:

• Supporting the training of new team members as required.

Qualifications

• Written and Verbal fluency in both GERMAN and ENGLISH.
• A thorough knowledge of Microsoft Word, Excel, PowerPoint and Outlook is required.
• Exceptional customer service.
• Ability to identify and resolve problems in a timely manner.
• Ability to gather and analyze information skillfully while maintaining confidentiality.
• Effective written and oral communication skills; ability to write, type, express or exchange ideas; ability to convey information/instructions accurately.
• Ability to prioritize and plan work activities and use time efficiently.
• Ability to demonstrate accuracy and thoroughness and monitor own work to ensure quality.
• Adapt to changes in the work environment, manage competing demands and be able to deal with frequent change, delays or unexpected events.
• Observe safety and security procedures and use equipment and materials properly.
• Able to work unsupervised.
• Good interpersonal and team-working skills.
• Demonstrates professional, role model behavior in all aspects of the role.

Requirements

• Secondary School Diploma or equivalent required.
• Minimum 2 years’ experience in an administrative role.

Company Description