Customer Care Specialist, English (Speaking)

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Handle incoming calls, chats, and emails from patients, healthcare providers, and internal stakeholders.

• Respond to general inquiries from consumers and healthcare professionals.

• Navigate and assist users with various websites.

• Collaborate with sites and content teams to deliver timely, complete, and professional customer service.

• Provide assistance with temperature excursion inquiries and updates.

• Identify and report potential Adverse Events and Product Quality Complaints.

• Record case notes in the customer relationship management system.

• Offer contract support and serve as a client liaison and representative.

• May support rotational shifts and after-hours coverage.

⛳️ Requirements

• Strong command of the English language.

• At least 2 years of experience in pharma/biotech call centers and/or in a medical or commercial environment is preferred.

• Prior experience with pharmaceutical products in a pharma/biotech call center is advantageous.

• Previous experience in a contact center is a plus.

• A passion for customer service and excellent telephone soft skills.

• Ability to excel in a fast-paced, innovative atmosphere while maintaining flexibility, proactivity, resourcefulness, and efficiency.

• Exceptional interpersonal skills and the ability to nurture stakeholder relationships through calls, chats, and emails.

• Strong listening skills paired with empathy.

• Capability to differentiate various types of commercial inquiries.

• Willingness to learn how to identify, document, and report adverse events or product complaints.

• Proficient in handling calls, chats, and emails.

• Proven problem-solving capabilities.

• Customer-service oriented with a solution-focused mindset.

• Quick learner of new systems and technologies.

• Proficient in Windows operating systems, including the current version.

• Familiarity with Microsoft Office tools.

• Basic computer and hardware skills for setting up a remote workstation.

• Reliable hardwired internet connection with a minimum of 15 Mbps upload and download speeds.

• Access to a private, quiet office space free from interruptions.

• Ability to sit for extended periods.

• Must be residing in the Philippines with valid legal documentation to work there.

🏝️ Benefits

• Competitive salary.

• Internet allowance.

• Private health insurance.

• 3 weeks of training plus 1 week of certification.

• Company-provided equipment.

• Fully remote work opportunity.