Client Relationship Specialist

About Us:

is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Role Purpose

The Client Relationship Specialist (ISS) for the Medical Retail vertical is responsible for managing customer relationships with pharmacies and mobility equipment retailers. This role focuses on servicing existing accounts, driving replenishment orders, and ensuring a seamless client experience across the retail distribution network.

Key Responsibilities

1. Customer Engagement & Relationship Management

• Serve as the first point of contact for pharmacies, mobility stores, and retail partners within the Medical Retail vertical.
• Handle all inbound calls, emails, and enquiries with professionalism and urgency.
• Conduct proactive outbound engagement with existing accounts (target 6-10 quality interactions per day), focusing on replenishment, upselling, and strengthening client relationships.
• Support customers in understanding product options, ordering processes, and delivery timelines.
• Build long-term trust with retail partners, positioning the business as a go-to solution provider for their business needs.

2. CRM Excellence

• Maintain accurate and up-to-date customer information in the CRM system.
• Record all inbound and outbound interactions, ensuring transparency and activity tracking.
• Use CRM insights to prioritise accounts, track performance, and identify gaps in engagement.
• Support data-driven decision-making by generating weekly reports on activity, opportunities, and customer trends.

3. Process Compliance & Business Continuity

• Consistently execute sales processes for inbound and outbound engagements.
• Ensure enquiries related to new business are flagged and handed over to the Field Sales Manager.
• Support business continuity by aligning with colleagues and ensuring coverage during absences.
• Collaborate with the Business Success Specialist (BSS) for Medical Retail on account growth initiatives such as merchandising setup, staff training, and referral development

Daily Activities

• Respond promptly to inbound enquiries from pharmacies and mobility stores.
• Plan and execute outbound calls and emails in the CRM calendar.
• Monitor stock levels and replenishment patterns to suggest orders proactively.
• Update CRM after every interaction, ensuring complete visibility.
• Work closely with the Field Sales Manager on growth opportunities and customer needs.
• Share insights with the BSS to support training, merchandising, and campaign execution.

Performance Metrics

• Outbound Engagement:Minimum of 6-10 proactive interactions per day.
• CRM Compliance:100% of activities logged, accurate and complete customer details.
• Order Growth:Measured increase in replenishment order frequency and size from pharmacy and mobility accounts.
• Customer Satisfaction:Positive feedback from retail clients on responsiveness, product knowledge, and service.
• Collaboration:Evidence of alignment with FSM and BSS in supporting account development initiatives.

Work Schedule:

• Monday to Friday 6:00 AM to 3:00 PM (Manila time)

Work Location:

• Hybrid Setup - Staff is expected to report to the office at least 10 times/month (remaining working days are WFH)
• 18th Floor, Citibank Square, Eastwood City Cyberpark, Quezon City 1110, Metro Manila
• Should have a strong internet connection (minimum of 20 MBPS)

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

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