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Job Information

Lilly TLAC Communications Specialist in Cork, Ireland

Job Category:


Type of Employment:

Full-Time Employment - FTE


Inquiry Management

  • Maintains and demonstrates product and process (policies and procedures) expertise to respond to inquiries, with a focus on patient/consumer interactions

  • Handles customer interactions including calls and alternate channels (e.g. emails, chats, etc.)

  • Analyzes customers’ questions to formulate an accurate and complete response using approved resources in a timely manner

  • Ensures best in class customer service at all times

  • Follows procedures and uses information from approved sources to accommodate customers’ requests

  • Demonstrates problem solving and decision making skills when addressing customer interactions

  • Effectively documents customer interactions (e.g. inquiries, adverse events and product complaints) in accordance with good documentation practices in the appropriate systems/databases

  • Identifies unmet customer needs and communicates to the business opportunities to drive answers and positive customer experiences

  • Supports or participates in special projects or assignments as appropriate

  • Seeks opportunities to enhance partnerships between TLAC and business partners (internal and external)


  • Demonstrates Team Lilly behaviors including the Lilly values of Integrity, Excellence and Respect for People

  • Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs

  • Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision

  • Defines what is and what is not important; makes the necessary tradeoffs in order to maintain focus on accomplishing the goal

  • Ensures the alignment between the goals of the business, TLAC’s goals and individual goals

  • Creates a safe environment where all team members feel they can share their unique opinions and ideas

  • Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress

  • Supports efforts to implement processes and technologies to maximize efficiency and effectiveness

  • Delivers and drives excellence in quality standards


  • Creates an environment that expects compliance

  • Recognizes and follows all compliance policies, laws, regulations and The Red Book

  • Completes all training and associated tests on time

  • Integrates compliance into daily activities

  • Cooperates with investigations, monitoring and audits

  • Complies with any corrective actions

  • Responds appropriately to reported and known / suspected compliance violations

  • Complies with all requirements as established under the compliance program.

Basic Qualificiations:

  • Bachelor's degree, medical or pharmacy technician or equivalent in health care, natural sciences, pharmacy, nutritional specialists or relevant equivalent business experience

Additional Skills/Preferences:

  • Knowledge of pharmaceutical / healthcare business

  • Experience in a customer contact center or service team environment

  • Experience communicating detailed information to a variety of customer types

  • Fluency in English verbal and written forms

  • Learning agility

  • Strong computer skills including demonstrated ability to type (data entry, searching multiple data bases) while on telephone

  • Commitment to following quality processes and standards

  • Strong customer service skills, including professional telephone etiquette

  • Active listening skills including the ability to listen to and understand information presented through spoken words

  • Ability to communicate information and ideas so others will understand

  • Ability to maintain a positive and professional demeanor in challenging circumstances

  • Team player

  • Ability to multi-task

  • Detail-oriented with strong problem solving and time management skills

Additional Information:

TLAC-The Lilly Answers Center

The Lilly Answers Center (TLAC) is the United States contact center supporting patients, HCPs and Sales Representatives.

The organization combines scientific knowledge and communication expertise in order to organize and deliver answers that are meaningful and relevant to the Lilly customers. We strive to deliver answers and solutions through easy interactions that enable people to feel they are genuinely cared for and able to trust us.

The Quality and Training Professional ensures quality processes through established standards and monitoring activities following the customer experience principles. This role is responsible for agent performance contact monitoring and manages elements of TLAC training administration processes.

Company Overview:

Eli Lilly – Cork GBS

At Lilly, we make a difference for people the world over by discovering, developing and delivering medicines that help people live longer, healthier and more active lives. Central to all that we do are our talented and motivated professionals, circa 750 of whom are based at our Global Business Solutions centre in Little Island, Cork. There we boast vibrant workforce made up of over 44 nationalities.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information ,Procurement, Trial Capabilities and more to come on stream across 2019 and 2020.

Posted Date:


Region: Europe; Middle East; Africa

City: Cork

State: Cork

Country: Ireland

Location Details:

Req Id: 51641BR