The Customer Data and Governance Specialist is an integral role acting as the contact and interface with external and internal customers to drive excellence in customer satisfaction. This role is highly detail-orientated with a strong customer-focused lens to ensure data integrity and to deliver on our commitment to timely, high quality service and customer satisfaction. This role requires strong communication skills, a self-starter attitude and ability to multi-task in a dynamic and fast paced environment. 

KEY DUTIES & RESPONSIBILITIES

• Fulfilling the role as first-line email/telephone contact and interface with external and internal (sales teams) customers including Allergan Direct Online provisioning, keying orders and fielding phone and online enquiries
• Ensure availability by required times to answer inbound calls/emails promptly and in accordance with Team KPIs.
• Respond in a friendly, professional and customer-focused manner, ensuring First Call Resolution. 
• Validate account application details, including checking attachments, verifying addresses, confirming ABN/NZBN/Company numbers, prescriber’s details and other compliance requirements to ensure all information is accurate and meets relevant regulatory obligations.
• Develop relationships with key customers and ensure all customer enquiries, including account account changes, are acted on within 2 days of receipt and appropriately recorded in the system as required.
• Handle customer complaints and forward to appropriate departments for resolution as required.
• Review all requested account changes to ensure they are fully validated, compliant, and complete and confirm that all necessary information and documentation is included, so that each account can be updated accurately and in line with organisational requirements.
• Ensure that all written communication is clear and any follow up is performed in a timely manner.
• Identify any system or process flow issues and play a lead role in testing resultant changes implemented by BTS/Cognizant
• Participate in testing of any new master data initiatives relevant to the ANZ business as required 
• Provide training to internal team members on relevant aspects of account management and data governance as required
• Maintain SAP fields related to the APP program when TPMT/SAP variances are identified by the Trade & Pricing or Data Governance Managers
• Consult with Data Governance Manager &/or Legal on any customer compliance queries such as medical registration provisions/conditions and licensed premise queries
• Act as a conduit to field based personnel for customer enquiries and requests.
• Liaise with Cognizant, IT, and Customer Master Data Teams to address platform issues or identify opportunities for process improvement, ensuring smooth and efficient operations.
• Maintenance of Work Instruction documents as required
• Working closely with Customer Concierge with regards to Customer Onboarding
• Providing support to Snr Customer Excellence Manager.
• Report any adverse event within 24 hours as per Allergan’s policies and procedures
• Support Allergan’s Quality Management System and internal auditing processes.
• Proactively participate in Allergan’s WHS programs, adhere to policies & promote a safe work environment at all times.
• Adhere to Allergan’s internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties, as requested.