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Chargé(e) de Relation clients/ Customers Service Associate

Mapi Research Trust is a non-profit organization dedicated to improving patients’ quality of life by facilitating access to Patient-Centered Outcome (PCO) information.

Mapi Research Trust promotes scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient’s voice into every step of the development process of new treatments.

As a Client Service Associate, you’ll provide customers (Pharmaceutical companies, e-vendors and Academics from scientific community) information and research of COAs (Clinical Outcomes Assessment) ranging from acceptance, reformulation and orientation of requests, registering these, searching for the relevant information in given timeline and utilizing various sources. You will also providee thorough investigation and detailed information back to the customer based upon information gathered during research process in an adequate manner (in writing and orally) using standard tools and quality processes to and with an appropriate client facing attitude.

Main responsibilities

Management of information requests via ePROVIDE™ platform or e-mail or phone
Ensure the administrative follow-up of requests from launch to the drafting and follow-up of invoices, cost, and budgetary follow-up, as well as tracking work time and all relevant information in the system
Coordinate with Accounting department to ensure proper processing of invoices and payment
Capitalization of the information in the appropriate tools
Be able to describe to clients company products and services in an effort to maintain and expand the current and prospective client base
Participation in meeting with clients on operational topics (by conference call or face to face meeting)
Participation in the improvement of the Quality Assurance System
Participation in the continuous improvement of the Information Support processes
Participation in training program for new Customer Relations Specialist
Completing other appropriate duties, as assigned by the manager, which require similar skills in accordance with business needs and common sense

Our requirements

BAC + 2 – Excellent computer skills (word, excel, powerpoint, outlook…) et Internet
Work experience : minimum 1 year in field of client relation and/or information search
Fluency in French and English
Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.
Excellent ability to qualify and formulate the client need and requirement

Please send your CV and best availability to Stephanie: Stephanie.broize-arrieu@iconplc.com for more information.

Please note: This is a full time permanent position based in Lyon.

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