Customer Experience Representative

Position Title:  Customer Experience Representative

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: November 2024

Schedule: 9:00 PM - 6:00 AM PHT

Qualifications:

• Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).

• Provide product and disease state information within the guidelines of the Call Script or of the Standard FAQ Responses

• Effectively and consistently communicate messages as required by the client 

• Evaluate and escalate calls to external departments as appropriate

• Comply with all industry regulations including adverse event and product quality processes and HIPAA Regulations

• Manage all assigned project work in a timely manner (call handling, after call work documentation, etc.)

• Complete and maintain all required training and acknowledgement logs within the appropriate time frame

• Obtain pertinent customer information and record customer interactions in appropriate CRM system or escalation forms 

• Interact with team members/supervisors to share suggestions, technical issues and best practices

Qualifications:

• A Bachelor’s degree in Pharmacy and a valid, active PRC Pharmacy license are required

• Background in the medical field is required (such as medical education, clinical or pharmacy experience, or prior medical call center experience)

• Minimum of 2 years of experience in a call center environment is required

• Strong preference for candidates with experience providing medical information and customer service to healthcare professionals

• Proficient in using information technology, including PCs and databases

• Excellent verbal and written communication skills in English

• Strong organizational, time management, problem-solving, and decision-making abilities

• Exceptional customer service skills, with the ability to balance professional business and soft skills

• Proven ability to meet or exceed assigned performance metrics

• Looking for candidates available to work:
  • Monday: Evening
  • Tuesday: Evening
  • Wednesday: Evening
  • Thursday: Evening
  • Friday: Evening
• 2-3 years of relevant work experience required for this role
• Working rights required for this role

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