Customer Service (Cantonese Speaking) Remote based in the Philippines

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).