Customer Service Specialist – Pharmaceuticals, Healthcare

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders • Answer general inquiries from consumers and healthcare providers • Navigate sites and assist consumers or healthcare providers with site navigation • Work with various sites and content to provide prompt, complete, and professional customer service • Assist with temperature excursion inquiries and updates • Identify and report potential Adverse Events and Product Quality Complaints • Document case notes in the customer relationship management system • Provide contract support and act as a liaison representing the client • Potentially support rotational shifts and after-hours coverage

🎯 Requirements

• Strong proficiency in English • Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting preferred • Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred • Previous contact center experience is an asset • Strong telephone soft skills and passion to excel • Ability to work in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient • Excellent interpersonal and relationship-building skills • Strong listening skills and empathy • Ability to distinguish different types of commercial inquiries • Willingness to learn to identify, document, and report adverse events or product complaints • Ability to handle calls, chats, and emails • Demonstrated problem-solving ability • Customer-service-oriented and solution-oriented team player • Ability to learn and navigate new systems and technologies quickly • Windows through current version • Microsoft Office tools • Basic computer and hardware proficiency to set up a remote workstation • Knowledge of Salesforce and Vonage preferred • Knowledge of customer relationship management systems preferred • Ability to sit for long periods of time • Hardwired internet connection with minimum speeds of 15 Mbps upload and 15 Mbps download • Private, quiet office space free of interruptions • Must already be based in the Philippines with fully legal and valid documentation to work in the country

🏖️ Benefits

• Competitive salary • Internet allowance • Private health insurance • 10 days annual leave • 3 weeks of training plus 1 week of certification • Company-provided equipment • Fully remote work