Customer Service Agent

Zuellig Pharma Corporation; Santa Rosa; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Flexible work-life balance

Total Rewards program

Knowledge of healthcare industry

Job summary

Zuellig Pharma is seeking a Customer Service Associate in the Philippines to deliver excellent support via phone and email, ensure accurate order processing, and resolve customer concerns while upholding high service standards.

The role requires a degree in business/finance, strong communication skills, and proficiency in MS Office; familiarity with SAP/ERP is a plus. The incumbent will maintain records and work across teams to achieve timely resolutions.

Qualifications

• Bachelor's degree or diploma in business administration, finance, accounting, or related field.
• Strong customer service orientation with excellent verbal and written communication.
• Proficient in Microsoft Office applications.
• Attention to detail with accurate data entry and transaction processing.
• Experience in customer service, order management, or contact center operations.
• Finance or accounting background with exposure to invoice verification or billing.
• Experience handling inquiries via phone and email channels.
• Familiarity with SAP, ERP, or web-based order management systems.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Respond to inbound customer calls and email inquiries professionally within service levels.
• Handle orders, deliveries, product information, billing, and account requests.
• Make outbound calls for follow-ups, confirmations, and updates.
• Process customer orders received via email, phone, and other channels accurately.
• Review and verify order details for completeness, pricing accuracy, and compliance.
• Process order amendments, cancellations, returns, and related requests.
• Maintain accurate customer records while observing data privacy standards.
• Investigate and resolve order discrepancies, billing concerns, and service issues.
• Collaborate with internal stakeholders to resolve customer concerns and escalations.
• Consistently achieve quality, productivity, and accuracy targets and deliver a positive experience.

Skills

Customer service

Communication skills

Microsoft Office

Data entry

SAP

Analytical skills

Multitasking

Education

Bachelor's degree or Diploma in Business Administration/Finance/Accounting

Tools

SAP

ERP

Microsoft Excel

Job description

About the role

The Customer Service Associate is responsible for delivering excellent customer support through phone, email, and other approved communication channels. The role ensures accurate and timely order processing, resolution of customer concerns, and maintenance of high service quality standards while supporting business operations and enhancing customer satisfaction.

Key responsibilities

• Respond to inbound customer calls and email inquiries professionally and within agreed service levels
• Handle customer concerns related to orders, deliveries, product information, billing, and account-related requests
• Make outbound calls as needed for follow-ups, confirmations, and customer updates
• Process customer orders received through email, phone, and other approved channels accurately and efficiently
• Review and verify order details to ensure completeness, pricing accuracy, and compliance with company requirements
• Process order amendments, cancellations, returns, and other order-related requests
• Maintain accurate customer and transaction records while adhering to data privacy and security standards
• Investigate and resolve order discrepancies, billing concerns, and service-related issues
• Collaborate with internal stakeholders to ensure timely resolution of customer concerns and escalations
• Consistently achieve quality, productivity, and accuracy targets while delivering a positive customer experience

About you

• Bachelor's Degree or Diploma in Business Administration, Finance, Accounting, or a related field
• Strong customer service orientation with excellent verbal and written communication skills
• Proficiency in Microsoft Office applications
• Strong attention to detail with the ability to maintain accuracy in data entry and transaction processing
• Experience in customer service, order management, shared services, or contact center operations
• Finance or accounting background with exposure to invoice verification, billing, or financial transaction processing
• Experience managing customer inquiries through both phone and email channels
• Familiarity with SAP, ERP, or web-based order management systems
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment

About us

Zuellig Pharma is 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.

Benefits

• Flexibility to effectively balance your work and personal life while taking charge of your career journey through empowering growth opportunities
• Total Rewards program designed to support your overall well-being in every aspect
• Comprehensive knowledge and expertise in the dynamic healthcare industry across the region
• Inclusive environment where employees can learn, grow, and achieve shared success