Customer Service Specialist – Pharmaceuticals, Healthcare

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

📋 Description

• Manage incoming calls, chats, and emails from patients, healthcare professionals, and internal team members.

• Address general questions from consumers and healthcare providers.

• Assist consumers or healthcare providers with navigating various sites.

• Collaborate with multiple sites and content to deliver prompt, comprehensive, and professional customer service.

• Provide support for 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 liaison on behalf of the client.

• May support rotational shifts and after-hours coverage.

⛳️ Requirements

• Exceptional proficiency in English.

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

• Prior experience with pharmaceutical products in a Pharma/Biotech call center is preferred.

• Previous experience in a contact center is advantageous.

• Strong telephone communication skills and a dedication to excellence.

• Ability to thrive in a fast-paced, innovative environment while remaining adaptable, proactive, resourceful, and efficient.

• Excellent interpersonal skills and the ability to build relationships.

• Strong listening skills and a sense of 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 skills.

• Customer-service-focused and solution-oriented team player.

• Ability to quickly learn and navigate new systems and technologies.

• Proficient in Windows to the current version.

• Familiarity with Microsoft Office tools.

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

• Knowledge of Salesforce and Vonage is preferred.

• Familiarity with customer relationship management systems is preferred.

• Capability to sit for extended periods.

• Hardwired internet connection with minimum speeds of 15 Mbps for both upload and download.

• A private, quiet office space free from interruptions.

• Must be based in the Philippines with valid legal documentation to work in the country.

🏝️ Benefits

• Competitive salary.

• Internet allowance.

• Private health insurance.

• 10 days of annual leave.

• 3 weeks of training plus 1 week of certification.

• Company-provided equipment.

• Fully remote work.