Switchboard Agent

For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs. Due to growth, we have an immediate need for a Switchboard Agent to join our global Medical Information Team at ProPharma. 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 CETWeek 2 - 9am - 6pm CETMain 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..

Necessary Skills And Abilities

• 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.

Educational Requirements

• Secondary School Diploma or equivalent required.

Experience Requirements

• Minimum 2 years’ experience in an administrative role.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed. All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not. Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office. ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***