Customer Experience Representative

3 weeks ago

Angeles City, Central Luzon, Philippines Clark Outsourcing Full time

Position Title: Customer Experience Representative

Work Set Up: Onsite

Schedule: 12:00 AM - 9:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The Customer Experience Representative (CER) is the primary contact for Healthcare Professionals (HCPs) and consumers, providing support on pharmaceutical products via calls, chat, and email. The CER uses healthcare and contact center experience to deliver product information, manage inquiries, and ensure compliance with industry regulations while maintaining excellent customer service.

What You'll Do:

  • Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department)
  • Provide product and disease state information within the guidelines of the Call Script or of the Standard FAQ Responses
  • Effectively and consistently communicate messages as required by the client
  • Evaluate and escalate calls to external departments as appropriate
  • Comply with all industry regulations including adverse event and product quality processes and HIPAA Regulations
  • Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.)
  • Complete and maintain all required training and acknowledgement logs within the appropriate time frame
  • Obtain pertinent customer information and record customer interactions in appropriate CRM system or escalation forms. Interact with team members/supervisors to share suggestions, technical issues and best practices

What We're Looking For:

  • At least 2 years of experience in a call center environment is required
  • Previous medical background experience (medical education, clinical/pharmacy work history, medical call center) is required
  • Previous experience providing medical information and customer support to healthcare professionals is highly preferred
  • Demonstrated competency using information technology, PCs and databases
  • Strong verbal and written communication skills in English
  • Ability to multitask with good organizational, time management, problem-solving and decision-making skills
  • Proven ability to meet or exceed performance metrics and customer service targets
  • High School Diploma is required; a degree in Nursing or Pharmacy is preferred
  • A valid, active LPN, RN, or Pharmacy license is preferred

Why You'll Love Joining the CO Fam

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup --it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool, CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, it's not just about work -- it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team

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