Customer Service Agent

Zuellig Pharma; Hinoba-an; On-site; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Total Rewards program

Inclusive workplace culture

Growth opportunities

Job summary

Zuellig Pharma, a leading healthcare solutions company in Asia, is seeking a Customer Service Agent based in Sta. Rosa, Philippines. You will manage customer inquiries, process orders, and resolve issues with professionalism and accuracy.

The role requires a finance/accounting background, strong communication, and proficiency in MS Office and SAP/Web systems. Join a company committed to inclusive growth and flexible career development.

Qualifications

• Diploma or Degree in Finance, Accounting, Business Administration, or related field.
• Finance or accounting background with experience in invoice verification, billing or financial transactions is an advantage.
• Experience in customer service, email order management, order processing, or shared services operations is preferred.
• Strong quality verification and analytical skills with attention to detail.

Responsibilities

• Answer inbound calls and respond to customer questions, concerns, and requests professionally.
• Manage customer inquiries received via email and ensure timely, accurate responses per SLAs.
• Handle order-related inquiries, delivery status checks, product information, billing inquiries, and account concerns.
• Process customer orders received via email, phone, and other channels accurately and efficiently.
• Process order cancellations, amendments, returns, and adjustments as needed.
• Maintain high accuracy and low error rates in order processing and data entry.

Skills

Customer service

Communication

Data entry

Attention to detail

Problem solving

Education

Diploma or Degree in Finance/Accounting/Business Admin

Tools

MS Office

SAP/Web systems

Job description

Select how often (in days) to receive an alert:

Join our dynamic team where innovation and care converge in a culture that values continuous learning, diversity and transformative career development. Underpinned by THRIVE with Zuellig Pharma, our commitment to transforming the way we grow, care and succeed together as one organization, we are dedicated to helping our people make a meaningful impact in healthcare.

Customer Service Agent

Location: Sta. Rosa, Philippines

ZUELLIG PHARMAis a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region. The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Duties and Responsibilities

Customer Interaction

• Answer inbound calls and respond to customer questions, concerns, and requests in a professional manner.
• Manage customer enquiries received via email and ensure timely and accurate responses in accordance with service level agreements (SLAs).
• Handle order-related inquiries, delivery status checks, product information, billing inquiries, and account concerns.
• Make outbound calls when required (e.g., follow-ups, confirmation calls, updates).
• Provide clear, accurate information and resolve issues within the first contact whenever possible.

Order Processing, Email Management & System Work

• Process customer orders received via email, phone, and other approved channels accurately and efficiently in accordance with established procedures.
• Handle email-based order submissions, ensuring completeness, accuracy, and timely processing.
• Process order cancellations, amendments, returns, and adjustments as required.
• Perform quality verification checks to ensure order accuracy, completeness, pricing, and compliance with customer and company requirements.
• Maintain a high level of accuracy and consistently achieve low error rates in order processing and data entry.
• Follow data privacy and security guidelines at all times.

Problem Resolution

• Identify customer needs, evaluate options, and provide appropriate solutions.
• Investigate and resolve order discrepancies, billing issues, and customer concerns promptly.

Preferred Qualifications

• Diploma or Degree in Finance, Accounting, Business Administration, or a related field preferred.
• Finance or accounting background with experience in invoice verification, billing or financial transaction processing is an advantage.
• Experience in customer service, email order management, order processing, or shared services operations is preferred.
• Strong quality verification and analytical skills with exceptional attention to detail.
• Proven ability to maintain high accuracy and low error rates in order processing, data entry, and transaction validation.
• Excellent written and verbal communication skills, with the ability to manage customer enquiries professionally through both email and phone channels.
• Proficient in Microsoft Office applications and SAP/Web systems.

WHY JOIN ZUELLIG PHARMA

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.

Zuellig Pharma promotes an inclusive, fair workplace by ensuring equitable employment and compensation based on merit, regardless of background.