Customer Service Specialist for Pharmaceuticals/Healthcare (English speaking) - Full-time Permanent (remote in the Philippines)
$31,200,000–$52,000,000 year
RemotePhilippines
PhilippinesRemoteFull Time$31,200,000–$52,000,000 yearMedium
Full TimeMedium
Job Summary
Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders regarding diabetes, obesity, rare diseases, and cardiovascular health. Navigate product sites to ensure consumers and healthcare professionals receive accurate, timely information while identifying and triaging medical inquiries. Document case notes in the CRM system and flag potential Adverse Events or Product Quality Complaints for reporting. Work fully remote in the Philippines with a 40-hour week from 9:00 PM to 8:00 AM PHT. Requires strong English proficiency and experience in pharma/biotech call centers.
Required Qualifications
- Strong proficiency in English
- Must be based in the Philippines with fully legal and valid documentation to work in the country
- Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client
- Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download
- Ability to sit for long periods of time
- Basic computer and hardware proficiency to set up remote workstation
- 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 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
- Operating systems: Windows through current version
- Microsoft Office tools
- PC Hardware environment: Laptops, Desktop and Printers
- Contact center telephony, email, and chat tool
- Knowledge in using client relationship management system
Desired Qualifications
- Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting
- 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
- Potential for rotational shifts and after-hours support
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