Tech Support Analyst- Voice

Job Responsibilities:

• Responding to written and telephone inquiries about products, services and policies.
• Liaising with other departments to resolve inquiries, and to obtain product and service updates.
• Raising customer awareness of products and services.
• Providing sales support and conducting customer escalation investigations.
• Participating in customer service and process improvement initiatives.
• Following up with customers.
• Collecting and entering data.
• Adverse event and product complaint reporting.
• Order and return processing.
• Providing product supply and status updates.
• Advising users on appropriate course of action.
• Monitoring issues from start to resolution.
• Conducting over the phone device training.
• Delivering customer service through multiple channels.

Job Qualifications:

• Minimum 3 years of contact center experience, preferably in a pharmaceutical customer service setting.

• Self-Starter and ability to work independently.

• Excellent interpersonal skills:

  • Skilled in empathetic communication during customer interactions.
  • Excellent command of English language, both spoken and written.

• Strong critical thinking and problem-solving skills.

• High accuracy and attention to detail in all tasks.

• Experience supporting patients is an advantage.

• Proven track record in delivering exceptional customer service.

• Strong understanding of key performance indicators and their impact.

• Recognizes the link between work quality and operational efficiency.

• Reliable attendance history with previous employers.

• Typing proficiency of at least 50 words per minute.

• Flexible and willing to work on shifting schedules.

• Ability to multitask and work on holidays when required.

• Amenable to work on Hybrid arrangement and onsite training (Mckinley Taguig)