English and Spanish (speaking) Customer Support Specialist - Remote - Based in Philippines

Manila, Metro Manila
Work Type: Full Time
Alphanumeric is seeking candidates with a passion for customer service (full proficiency in English and Spanish)who are able to problem-solve with a focus on strategic thinking.  The role also includes answering FAQs, general on-label information, and being able to identify potential Adverse Events (AEs) and/or potential Product Quality Complaints (PQCs)  

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: Monday to Friday - main market is the US, and the schedule can be between 8 am and 8 pm EST 

Salary: 500.000 pesos gross per year + internet allowance + private health insurance + night hours payment. 

Start date:  as soon as possible.

Key Attributes and Responsibilities: 

  • Fields inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner 

  • Triages calls within a high-volume contact center for transfer to different teams within the company and client environment  

  • Answers general inquiries from Consumers and/ or HCPs  

  • Responsible for documentation of case notes in the customer relationship management system (CRM) 

  • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers. 

  • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.  

  • Provides information to HCOs/HCPs seeking to participate in Clinical Trials. 

  • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.  

  • Respond and complete other duties requested. 

Education and/or Experience: 

  • College or University degree

  • Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience medical or commercial setting. 

  • Previous contact center experience is an asset. 

  • Strong proficiency with spoken and written English and Spanish, as well as excellent written and verbal communication skills 

Technical Skills: 

  • Familiarity with AWS Connect and Salesforce Health Cloud. 

  • Operating systems: Windows through the current version. 

  • Microsoft Office tools. 

  • PC Hardware environment: Laptops, Desktop and Printers. 

  • Contact center telephony, email, and chat tool  preferred. 

  • Knowledge in using client relationship management system  preferred. 

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