Customer Engagement Specialist

MWI Buying Group; Pune District; On-site; INR 520,000 - 780,000; Full time

Job summary

AmerisourceBergen, leader mondial dans les solutions pharmaceutiques, recherche un Customer Engagement Specialist pour gérer les communications client et faciliter l'onboarding. Vous serez l interlocuteur principal pour les clients via téléphone et e-mail, en assurant des réponses rapides et des enregistrements précis.

Le poste requiert au moins 1 an d'expérience en service client et une excellente communication.

Qualifications

• 1+ an d'expérience en rôle orienté client (service/ onboarding).
• Excellentes compétences en communication écrite et orale.
• Capacité à gérer multiple tasks et priorités.
• Expérience avec CRM et outils de messagerie.

Responsibilities

• Gérer les communications entrantes et sortantes avec les clients.
• Répondre aux questions et faciliter l'onboarding.
• Assurer l'exactitude et le suivi des enregistrements client.
• Coopérer avec les équipes internes pour résoudre les problèmes.

Skills

Service client

Communication écrite

Écoute active

Gestion CRM

Education

Baccalauréat ou équivalent

Expérience ≤ 2 ans en onboarding

Tools

CRM (Salesforce/CRM équivalent)

Outils mail (outlook, Gmail)

Job description

Cherchez-vous à faire une différence dans la vie d’un patient? Chez AmerisourceBergen, vous trouverez une culture innovante et collaborative, axée sur le patient et soucieuse de faire la différence. En tant qu’organisation nous sommes unis par notre responsabilité d’œuvrer pour des vies plus saines.

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Ce que vous ferez

Job Summary: We are looking for a highly motivated and customer-focused Customer Engagement Specialist to manage inbound and outbound customer communications, respond to inquiries, and facilitate onboarding processes. In this role, you will serve as the primary point of contact for customers, ensuring timely and accurate responses to their questions and concerns. You will play a critical role in delivering exceptional service through phone and email communication while ensuring smooth onboarding experiences and accurate record management.

PRIMARY DUTIES & RESPONSIBILITIES

• Customer Communication: Inbound/Outbound Calls: Handle customer calls with professionalism and efficiency, addressing inquiries, providing updates, and resolving concerns in a timely manner.
• Customer Communication: Email Communication: Respond to and initiate email correspondence with customers, ensuring clear, accurate, and professional messaging.
• Customer Communication: Customer Inquiry Management: Serve as the first point of contact for customer inquiries related to onboarding, documentation, and account status, ensuring questions are addressed thoroughly and promptly.
• Customer Communication: Customer Updates: Proactively communicate with customers to provide status updates on onboarding records, documentation, and account-related matters.
• Onboarding Support: Onboarding Record Assistance: Collaborate with internal teams to ensure onboarding records are accurate, complete, and aligned with customer expectations.
• Onboarding Support: Documentation Guidance: Assist customers in submitting required documents by providing clear instructions and resolving any issues related to missing or incomplete information.
• Onboarding Support: Customer Follow-Up: Conduct follow-ups with customers to ensure all onboarding requirements are met within the timeline.
• Operational Excellence: Documentation and Recordkeeping: Accurately document customer interactions, inquiries, and resolutions in internal systems to ensure transparency and maintain up-to-date records.
• Operational Excellence: Process Adherence: Follow established workflows and procedures for handling inbound and outbound communications, inquiries, and onboarding-related tasks.
• Operational Excellence: Collaboration: Partner with internal teams, including Customer Engagement Coordinators and Managers, to elevate complex issues and ensure resolution.
• Other duties and responsibilities as assigned

Qualifications

• Experience: 1+ years of experience in a customer-facing role, such as customer service, account management, or call center operations. Experience with inbound and outbound communication, including phone and email correspondence.
• Skills: Strong verbal and written communication skills with a focus on clarity and professionalism. Exceptional listening and problem-solving skills to address customer needs effectively. Strong organizational and time management abilities, with the capacity to manage multiple tasks simultaneously. Proficiency in customer relationship management (CRM) systems and email communication tools.
• Interpersonal Attributes: A customer-first mindset with a commitment to providing high-quality service. Ability to remain calm and solution-oriented in high-pressure situations. Team player who thrives in a collaborative environment.
• Preferred Qualifications: Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus. Familiarity with onboarding workflows, record management, or compliance processes is desirable.
• Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required.
• Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required.
• Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.

Preferred Qualifications

• Experience in regulated industries such as healthcare, pharmaceuticals, or logistics is a plus.
• Familiarity with onboarding workflows, record management, or compliance processes is desirable.
• Bachelor's degree in business, information systems, operations, or a related field, or equivalent experience required.
• Less than 2 years of experience in customer onboarding, implementation, customer success operations, or a closely related process-driven role, or a related field required.
• Certification in customer experience, customer service, CRM platforms, onboarding, training, or process improvement preferred.

Ce qu’Cencora offre

Nous offrons une rémunération globale concurrentielle. Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés. Grâce à notre présence mondiale et nos diverses unités commerciales, nous avons une approche équilibrée des avantages que nous offrons. De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés. Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.

Affiliated Companies

Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

Equal Opportunity Employment

Égalité d’accès à l’emploi AmerisourceBergen s'engage à offrir des possibilités d'accès à l'emploi égales sans égard à l’origine ethnique, à la couleur, à la religion, au sexe, à l’orientation sexuelle, à l’identité de sexe, aux renseignements génétiques, à la nationalité, à l'âge, aux handicaps, au statut de vétéran ou à l’adhésion à toute autre classe protégée par la loi fédérale, d’État ou locale.

Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them.

We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.