Customer Service Representative (Call Center Agent)

The Call Center Agent is responsible for handling customer and patient inquiries related to medicine orders, prescriptions, delivery, availability, and order status. The role coordinates closely with the Medicine Fulfillment, Pharmacy, Operations, and Delivery teams to ensure accurate, timely, and professional assistance to customers.

Key Responsibilities

• Handle inbound and outbound calls, chats, and other customer inquiries related to medicine orders and fulfillment.
• Assist customers with order placement, order verification, delivery schedules, and order status.
• Verify customer information, prescription details, medicine requirements, and other necessary order information.
• Coordinate with pharmacists and the Medicine Fulfillment Team regarding prescription validation, medicine availability, substitutions, and order concerns.
• Provide accurate information regarding order processing, delivery timelines, and fulfillment procedures.
• Follow up on pending, delayed, incomplete, or unsuccessful medicine orders.
• Coordinate with delivery personnel and logistics teams regarding delivery concerns and updates.
• Handle customer complaints and concerns professionally and escalate complex or medical-related concerns to the appropriate department or authorized personnel.
• Maintain accurate and complete records of customer interactions, orders, follow-ups, and resolutions.
• Ensure proper handling and confidentiality of customer and patient information.
• Follow company policies, standard operating procedures, data privacy requirements, and quality standards.
• Monitor assigned orders and ensure timely coordination until fulfillment or resolution.
• Assist in identifying recurring customer or fulfillment issues and report them to the immediate supervisor.
• Perform other related duties that may be assigned by the supervisor or department head.

Qualifications

• At least Senior High School graduate; college graduate is an advantage.
• Preferably with 6 months–1 year of call center, customer service, healthcare, pharmacy, or order fulfillment experience.
• Excellent verbal and written communication skills.
• Customer-service oriented and able to handle different types of customers professionally.
• Good listening, problem-solving, and coordination skills.
• Computer literate and comfortable using CRM, order management, email, chat, and other systems.
• Able to multitask and work in a fast-paced environment.
• Willing to work on shifting schedules, weekends, or holidays as required.

Preferred Skills

• Experience in a healthcare, pharmacy, medical supply, or e-commerce environment.
• Familiarity with prescription and medicine order processes.
• Basic knowledge of common medicines and healthcare terminology is an advantage.
• Strong attention to detail, especially when handling customer and order information.

Performance Expectations

• Accurate and timely processing of medicine-related customer requests.
• Proper documentation and follow-up of orders.
• Professional handling of customer concerns and complaints.
• Effective coordination with Pharmacy, Medicine Fulfillment, Operations, and Delivery Teams.
• Compliance with company policies, confidentiality, and data privacy requirements.
• Achievement of assigned customer service and productivity targets.

To learn more about 1Life Philippines, we encourage you to visit our official Facebook Page and YouTube Channel before your interview. This will help you become more familiar with our company, services, and culture.

https://www.facebook.com/1life.ph
https://www.youtube.com/watch?v=WQ6CgCAysmo&t=2s
https://www.youtube.com/watch?v=EANOIKFuAKs

Being part of our team will give you an opportunity to grow professionally, gain exposure to different areas of the business, and work with different teams. More importantly, you’ll be able to use your knowledge and skills to help and serve fellow Filipinos by providing quality healthcare support and assistance.

Pay: From Php18,070.00 per month

Work Location: In person