Pfizer Customer Relations Officer in West Ryde, Australia

Customer Relations Officer


  • CBD based role in a dynamic environment

  • Make an impact by improving healthcare for people everywhere

A role at Pfizer is unlike any other. Offering talented individuals the opportunity to own a career with real impact, our people go to work each day in the knowledge that every development signifies real, positive progress. In every part of the world, the work we do is reaching everyone, everywhere for almost every medical need.

The Customer Relations Unit (CRU) provides professional first-line support to Health Care Professionals and consumers via inbound call centres for Medical Information and in house patient support programs. CRU supports the efforts of Medical Information (MI) by filtering inbound calls, acting on and closing calls as per service guidelines and redirecting calls to appropriate product aligned streams within MI and other key stakeholders throughout Pfizer as appropriate.

The Customer Relations Officer also supports the intake and handling of product complaints and in this capacity are required to liaise with customers to understand and document their complaint, and internal stakeholders to process and finalise product complaints.

If you are customer focussed with a positive can-do attitude, then we want you in our team.

Your responsibilities will include:

  • Responding to external, calls from physicians, pharmacists, other health care professionals, and consumers as per service guidelines using approved scripts or standard responses

  • Enter call details into MI system and update call records

  • Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.

  • Arrange the dispatch of material requests as per service guidelines

  • Handling of Product Complaints and reporting within the Medical Information department

  • Assess and provide product replacements as appropriate

  • Liaise with internal stakeholders to process and finalise Product Complaints

  • Liaise with Drug Safety regarding the identification and reporting of potential patient safety issues

To be considered for this opportunity you will have:

  • Excellent customer service skills, supporting internal and external customers

  • Strong communication skills, including technical and medical terminology, both written and verbal

  • A high level of organization, with the ability to multi-task and work well under pressure

  • Experience in an inbound call centre in the Pharmaceutical / Healthcare sector would be desirable

  • Nursing or Pharmacy / Allied Health background would be a plus

By joining Pfizer you will partner with colleagues of diverse backgrounds and abilities, people who contribute to all aspects of what we do-from drug development to marketing, technology to sales, and so much more. Interested or know someone who is? Then APPLY NOW . All applications will be considered based upon merit.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.