Offer summary

Qualifications:

Minimum 2 years experience in pharma/biotech call centers, Strong proficiency in English and Cantonese, Experience with vaccine products preferred, Previous contact center experience is an asset, Experience in a medical or commercial setting.

Key responsabilities:

Respond to inbound calls, chats, and emails professionally

Provide customer support to wholesalers and distributors

Handle general inquiries from consumers and healthcare providers

Identify and report Adverse Events and Product Quality Complaints

Document case notes in CRM system

Job description

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: Monday to Friday - you will work in your target market, but need to be FULLY FLEXIBLE to cover other regions if required (US for example).

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

Start date: ASAP

Responsibilities

Key Attributes and Responsibilities :

Re s pond s to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors in a professional and empathetic manner .
Provides c ustomer support to wholesalers and/or distributors who purchase client products: including ordering, logistics , contracted customers .
Answers general inquiries from Consumers and/ or H ealth 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).

Required profile