Initiatives and Solutions Associate - Remote

Overview

The Initiatives and Solutions Associate is a customer-focused professional who plays a crucial front-line role in the Customer Operations function for AbbVie Australia and New Zealand. This important position serves as the initial point of contact for healthcare professionals (HCPs).

In Short

• Independently resolve straightforward customer issues and escalate more complex issues.
• Manage the administration and coordination of AbbVie’s Medicines Access programs.
• Handle incoming orders and inquiries efficiently.
• Provide basic troubleshooting for HCP technical inquiries.
• Utilize multichannel communication tools for customer interactions.
• Maintain high-quality service across all communication channels.
• Proactively gather and respond to customer feedback.
• Employ AbbVie’s CX principles in all customer interactions.
• Collaborate with internal teams to ensure comprehensive responses.
• Monitor metrics and generate reports for service improvement.

Requirements

• Customer engagement and relationship management skills.
• Ability to remain calm under pressure.
• Excellent verbal and written communication skills.
• Problem-solving and decision-making skills.
• Conflict resolution and negotiation skills.
• Experience with Microsoft Office and CRM management.
• Analytical and data-driven mindset.
• Excellent time management skills.
• Attention to detail.
• Pharmaceutical industry knowledge.

Benefits

• Flexible working hours in line with Australia’s 'Right to Disconnect' legislation.
• Opportunity to work in an international, matrixed environment.
• Participation in business meetings for effective collaboration.
• Support for personal and professional growth.
• Commitment to high integrity and ethical standards.