[Hiring] Customer Care Specialist @Alphanumeric Systems

Role Description

Alphanumeric is hiring a (English Speaking) Customer Care Specialist to work remotely supporting one of the biggest pharmaceutical companies in the world. You'll be providing support for products related to diabetes, obesity, rare diseases, cardiovascular, and liver health.

This is a high-volume contact center, and candidates are chosen to deliver an optimized customer service experience in a personalized manner. This role plays a critical role in supporting patients, healthcare professionals, and internal stakeholders by providing accurate, timely, and empathetic responses while upholding the highest standards of quality, compliance, and ethics.

• Respond to FAQs and general on-label information.
• Identify medical information inquiries and triage them to the appropriate department.
• Identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting.

Please be aware we can only hire people already based in the Philippines with fully legal and valid documentation to work in the country.

Qualifications

• Strong proficiency in English.
• Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting preferred.
• Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred.
• Prior experience with Salesforce and Vonage is preferred.
• Previous contact center experience is an asset.
• A passion for customer service, strong telephone soft-skills, and passion to excel.
• Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient.

Requirements

• Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat, or email.
• Strong listening skills with a clear sense of empathy for the caller that is being assisted.
• Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries.
• Willingness to learn to identify adverse events or product complaints and to be able to document and report them.
• Ability to handle all channels of work: calls/chats or emails.
• Demonstrated ability to problem-solve.
• Dedicated team player that has a customer service approach and is solution-oriented.
• Ability to learn and navigate new systems and technologies quickly.

Benefits

• Competitive salary.
• Internet allowance.
• Private health insurance.
• 3 weeks of training + 1 week of certification = 4 weeks.
• All equipment provided by the company, no need to buy any equipment.