Customer Service Agent

PT Anugerah Pharmindo Lestari; Santa Rosa; On-site; PHP 279,000 - 446,000; Full time

Job summary

Zuellig Pharma is a leading healthcare solutions company in Asia seeking a customer service professional in the Philippines. The role focuses on handling inbound and outbound calls, processing orders, and resolving customer inquiries to ensure accurate and timely service.

You will respond to calls and emails, verify order details, manage amendments and returns, and coordinate with internal teams to resolve issues while upholding data privacy standards.

Responsibilities

• Respond to inbound customer calls and emails professionally within service levels.
• Handle concerns related to orders, deliveries, product information, billing, and account requests.
• Make outbound calls for follow-ups, confirmations, and updates.
• Process orders received via email, phone, and other channels accurately.
• Review order details for completeness, pricing, and policy compliance.
• Process order amendments, cancellations, returns and other requests.
• Maintain accurate customer and transaction records with data privacy in mind.
• Investigate and resolve order discrepancies, billing concerns, and service issues.
• Collaborate with internal stakeholders to resolve escalations promptly.
• Consistently meet quality, productivity, and accuracy targets while delivering good service.

Job description

Job Description:

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.

Duties and 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.

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.

Data Privacy Notice: I understand that while processing my application, my personal data may be shared internally to individuals who will be involved in assessing my application. By proceeding with my application, I hereby give my consent to Zuellig Pharma Corporation/Metro Drug, Inc. to share my personal data internally.

Note: You may view the Zuellig Pharma Data Privacy Policy thru this link for reference - https://www.zuelligpharma.com/privacy-policy.

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