Job Description

AbbVie is currently seeking a passionate, customer and patient centric, Initiatives and Solutions Associate for a 6-month contract based in our brand new, Sydney CBD location. This role serves as the initial point of contact for Healthcare Professionals (HCPs), understanding the customers needs and effective triaging specialised requests. Driven by a desire to ensure a positive customer experience, you value high quality interactions and will act as the primary point of contact for medicines access programmes and their coordination.

KEY DUTIES AND RESPONSIBILITIES

- Independently resolve straightforward customer issues and escalate more complex issues for timely resolution where required.
- Manage the administration and co-ordinate all aspects of AbbVie’s Medicines Access programs, including the interface with relevant internal and external stakeholders.
- Handle incoming orders and inquiries from various sources, ensuring prompt and satisfactory resolutions.
- Provide basic troubleshooting for HCP technical inquiries and escalate complex issues as needed.
- Engage with customers using tools like the Five9 phone system, CRM, case management systems, websites, and knowledge management systems to provide seamless interactions and solutions.




- Maintain a consistent and professional customer experience across all communication channels.
- Proactively gather feedback from customers to continuously improve services. Actively respond to customer feedback to improve service delivery and enhance customer experience.
- Employ AbbVie’s CX principles - make it easy, be trustworthy, know the customer, and bring value - in all customer interactions.
- Work with internal teams such as sales, marketing, and technical support to ensure comprehensive responses to customer inquiries.
- Monitor metrics and generate reports to recommend improvements and maintain high service standards.
- Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
- Ensure that adverse events are appropriately captured and forwarded to pharmacovigilance within required timeframes, and support AE reconciliation activities
- Assist with the management of systems, relevant databases, workflow and documentation for the compassionate supply program to ensure required timelines are met
- Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work setting at all times.
- Adhere to AbbVie’s internal codes of conduct and compliance processes.
- Other ad hoc duties such as administrative duties, as requested.

📌 Initiatives and Solutions Associate (Sydney)
🏢 Abbvie
📍 Sydney