[Hiring] Customer Service Specialist for Pharmaceuticals/Healthcare @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 health
• 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
• Internal stakeholders

Responsibilities include:

• Responding to FAQs and general on-label information
• Identifying medical information inquiries and triaging them to the appropriate department
• Identifying 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

Requirements

• Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient
• Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders
• Strong listening skills with a clear sense of empathy for the caller
• 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

• Full-time permanent employment
• Fully remote work in the Philippines
• Start Date: As soon as possible
• Working hours: 40H/week
• Shifts: Monday to Friday from 9:00 PM – 8:00 AM PHT (8-hour shifts with a 1-hour lunch break)
• 10 days annual leave
• Competitive salary + Internet allowance and private health insurance
• 3 weeks of training + 1 week of certification = 4 weeks
• All equipment provided by the company