Polish Customer Response Executive

Company information

Tata Consultancy Services

Location

Budapest

Overall score:

5.9

Organization introduction

Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPO, infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model™, recognized as the benchmark of excellence in software development.

Tata Consultancy Services’ first Global Delivery Center was established at Budapest, Hungary in February 2001. The objective of this center is to provide near-shore services to our customers in Western (the UK and the Continent) and Eastern Europe and to customers with a global presence.


Job information

Business area

CUSTOMER SERVICE

Profession

Complaints Manager

Location

Budapest

Job title

Polish Customer Response Executive


Team / organisation unit description


Tasks and activities

  • Provision of Level 1 support: Provision of information based on relevant product documentation, training materials and Quality System Documents (QSDs), FAQ data bases, SPC’s (Summary of Product Characteristics), package leaflets and material provided by the client
  • Assists in training of other client dedicated Customer Response Executives Comparison of available source data with data entered in database, consistency check and completeness of data given in the different database fields of the AE
  • Receive inbound calls, e-mails or report forms from current and potential customers, e.g. veterinarians, pharmacists, animal owners’ etc.as well as client’s personnel concerning medical inquiries, medical complaints, adverse events, product technical complaints, product return/refund or compensation
  • Place outbound follow-up calls when required
  • Answer questions about the product details, correct use of the product, authorized indication, expiry date, and provide medical information for the customers as provided for in the product documentation and training materials
  • Prepare and send/provide standard responses to costumers following their medical complaints or product technical complaints
  • Assist customers with any issues with regard to the defined Bayer Animal Health products and document any adverse event reported
  • Meet Quality Assurance Requirements and other key performance metrics
  • Execution of a high-quality, accurate and timely AE case documentation process and contribution to continuous improvement
  • Operates the respective client Customer Relationship Management system in order to obtain animal, costumer and product information and perform other necessary functions on the system in accordance with policies and regulations
  • Determination of the completeness of case reports as to veterinary medical content, clarification of inconsistent information and additional PV information from BAH affiliates and / or subcontractors within set timelines, as detailed in the BAH’s global SOPs

Requirements

Language 1:

Polish

Level

Professional


Language 2:

English

Level

Professional


Qualification:

Secondary education


Experience in this profession

not required


Additional requirements (certifications, special knowledge, software etc.)

  • Excellent interpersonal, written, and oral communication skills
  • Should be a confident person and be willing to take calls
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
  • Must possess and be able to demonstrate strong influencing and closing skills
  • Advanced or native level of Polish and advanced level of English

What we offer

  • A truly multinational team
  • Competitive compensation package
  • High-quality office environment
  • Possibilities to develop foreign language knowledge

Additional information

Normal

Fresh graduate

Full-time

Permanent employee for indefinite time


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