Customer Service Representative - Mandarin Speaking I 100% WFH
Alphanumeric Systems
Manila City, Metro Manila
Permanent
Full-time
23 days ago
Overview Alphanumeric is seeking candidates with a passion for customer service (bilingual English and Mandarin) , 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 the market of interest (like Hong Kong, Macau, Singapore, Taiwan), but due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required (US for example). Salary: competitive salary (real) + internet allowance + private health insurance. Start date: as soon as possible. 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 BS/BA in Business, Supply Chain or r elated field preferred and/or 2-5 years of 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 in customer support ( ie . logistics , order to cash 3PL/Distributor coordin ation) is an asset . Prior experience with vaccine products in a Pharma/Biotech call center preferred , Previous contact center experience is an asset . Strong proficiency with English and Mandarin (listening, speaking, writing, reading).