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ROLE SUMMARY
The Service Ambassador Analyst is responsible for providing a best-in-class customer experience for Meetings, External Engagements, & Travel (MEET) customers through seamless customer interaction and support. This role will contribute to the flawless delivery of MEET services across APAC and will report to the Regional MEET Service Ambassador Manager.
In addition to assisting with the implementation of MEET's customer experience model, this analyst will address customer needs and issues in a timely and efficient manner, escalate issues appropriately, and direct queries to the appropriate MEET resource. This role will also support the execution of key events (in partnership with MEET Regional colleagues), ensuring a seamless end-to-end experience for commercial stakeholders. This role requires strong experience in a customer-facing role, problem solving, and stakeholder management. Additional responsibilities include interacting and assisting regional healthcare professionals, patients, and healthcare organizations with transactions and identifying potential delays or recurring issues in the customer experience (contracts, payment, reimbursement and other).
Thisrole will work closely with other MEET service ambassador analysts and with the Regional Operations Team in APAC. The Analyst will report directly to the Regional MEET Service Ambassador Manager.
Oversee daily execution of end-to-end MEET strategy to ensure a seamless customer experience across all MEET services
Serve as the first point of contact for all key events, non-standard requests, and escalations related to MEET services for assigned markets coordinate with Regional Service Ambassador when additional support is needed
Partner with Regional MEET colleagues to support the execution of key events, ensuring the seamless coordination of all logistics by the Meeting Planning Agency (MPA) and ensuring that any event-specific needs as requested by commercial colleagues are met
Track the healthcare professional journey through the end-to-end MEET processes
Work with the regional MEET Service Center Lead and the Regional MEET team to resolve customer service issues as needed
Support Regional and Global Service Ambassador in identifying and implementing new solutions in APAC that will continuously improve the customer experience as it relates to the delivery of MEET services
Maintain a comprehensive knowledge of MEET policies, procedures, control, and systems
Ensure alignment with North Star principles of 'speed to value, business impact, promote our services, and create capacity'
Perform key event activities that will support the customer experience
Manage relationships with regional stakeholders
Work with external customers (healthcare professionals, healthcare organizations, patients) to resolve outstanding issues and to understand customer needs
Record customer needs and comments for presentation to Regional Service Ambassador, Global Service Ambassador, and Global MEET Lead as needed
BASIC QUALIFICATIONS
Highly customer- and service-minded
Comprehensive knowledge and expertise in the technology landscape that supports MEET
Strong written and verbal communication skills enabling effective communication with all levels of management
Ability to cooperatively function with other service ambassador analysts
Project management experience with change management and communications for regionalorganizations
Fundamental knowledge of data analysis and strong financial experience managing large budgets
Demonstrated analytical thinking and problem-solving skills
Ability to work under pressure and to handle several projects at once
High level of self-motivation, energy, and flexibility
Ability to drive continuous improvement
Ability to maintain complete and accurate standard operating procedures and related internal control documentation
Strong interpersonal and organizational skills
Management of multiple client stakeholders
Proficiency in PC skills (MS Excel, Word, PowerPoint) required
Good organizational skills to coordinate and manage multiple priorities
Strong written and verbal skills to enable effective communication with leadership
PREFERRED QUALIFICATIONS
Typical Years of Experience: 2 years for BA / BS of experience in customer focused operations with and risk (including audit and/or finance experience)
Minimum of bachelor's degree in Business, Finance, Analytics, or a related discipline
Fluency in English and Chinese is a must additional languages preferred
Comfort with ambiguity, anticipates changes, and influences direction of innovative operational strategies
Strong compliance, customer experience and stakeholder management experience
Previous experience with pharmaceutical companies is preferred
Deep expertise and understanding of a large compliance related, customer facing operations team
Expertise in strategy development
Project management & communications skills
Experience with Foreign Corrupt Practices Act transactions preferred
PHYSICAL/MENTAL REQUIREMENTS
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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