English (speaking) Customer & Commercial Support Specialist - 5 months contract - Remote - Based in the Philippines

Manila, Metro Manila
Work Type: Full Time
This is a high-volume contact center and the ideal candidate must deliver an optimized customer service experience in a personalized manner to answer inquiries relating to US commercial, and general inquiry type questions.
The ideal candidate will be experienced in navigating the US commercial landscape and will be able to build relationships with direct customers and utilizing this relationship be able to maintain long-term commitments. 
The role also includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) for documentation and reporting.

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.  Please apply with your resume in English. 

Job conditions:

Type of contract:  fixed-term contract as employee (5 months) 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.

The training weeks will happen from 4:00 PM to 1:00 AM (PST).  After that you will have your working shifts,

Salary: competitive salary (real) + benefits.

Start date:   July 15th.

Key Attributes and Responsibilities: 
Responds to US 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.
Achieve customer satisfaction through front-line contact with the client’s customers.
Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns.  
Responsible for the timely escalation of issues/transactions.
Answers general inquiries from Consumers and/ or Health Care Providers.
Works with third-party vendors to provide wholesale/distribution support to requesters.
Navigates and provides assistance navigating commercial tools and sites.
Works with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service..
Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting, temperature excursion origination).
Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
Responsible for documentation of case notes in the customer relationship management system (CRM).
Contract support, liaison, and represents the face of client.
Potential for rotational shifts and after hours support

Education and/or Experience: 

BS/BA in Business, Supply Chain or related field preferred and/or 2 + years of experience.
Preference for individuals who have experience supporting US pharma/biotech call centers and/or US commercial setting, including but not limited to invoicing queries, tracking of shipments, return policies etc.
Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset
Experience to be able to upsell and boost revenue is preferred.
Previous contact center experience is an asset.
Strong proficiency with spoken and written English.

Technical Skills: 

Operating systems: Windows through the current version. 

Microsoft Office tools. 

Ability to navigate multiple databases simultaneously

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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