Customer Support Specialist

5 days ago

Philippines Alphanumeric Systems Full time

Overview:

Alphanumeric is seeking candidates with a passion for customer service (bilingual English and Cantonese), who are able to problem-solve with a focus on strategic thinking. In this role, Commercial Support Specialists will be responding to commercial inquiries relating to pharmaceutical orders, logistics, temperature, and storage excursion questions. The role also includes being able to identify and report potential Adverse Events (AEs) and/or Product Quality Complaints (PQCs) with concise and accurate documentation.

Note: we can hire candidates already based in The Philippines. If you are not citizen you need to have a Temporary Residence Visa (valid for 1 year at least) or a Permanent Residence Visa.

Job conditions:

Type of contract: permanent - you will be an employee of Alphanumeric supporting one of the biggest pharmaceutical brands in the world.

Model: 100% remote (working from home).

Working shift: 40 hours per week - you will work in your target market, but need to be FULLY FLEXIBLE to cover other regions if required (US for example). Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required

Salary: competitive salary (real) + internet allowance + private health insurance.

Start date: As soon as possible

Key Attributes and Responsibilities:

  • Responds to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic manner.
  • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.
  • Answers general inquiries from Consumers and/ or Health Care Providers.
  • Works with third-party vendors to provide wholesale/distribution support to requesters.
  • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
  • Responsible for documentation of case notes in customer relationship management system (CRM).
  • Contract support, liaison, and represents the face of the client.
  • Potential for rotational shifts and after-hours support.

Education and/or Experience:

  • Preference for individuals who have minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting. .
  • Prior experience with vaccine products in a Pharma/Biotech call center preferred,
  • Previous contact center experience is an asset.
  • Strong proficiency with English and Cantonese (listening, speaking, writing, reading).

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