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
Sta. Rosa, Philippines
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:
Customer Interaction
- Answer inbound calls and respond to customer questions, concerns, and requests in a professional manner.
- Handle order-related inquiries, delivery status checks, product information, 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.
Problem Resolution
- Identify customer needs, evaluate options, and offer appropriate solutions.
- Escalate complex cases to the supervisor or relevant departments following SOPs.
- Ensure all customer concerns are documented accurately and closed on time.
Order Processing & System Work
- Process orders, cancellations, or adjustments accurately in the system following established procedures.
- Perform system checks and update records as needed.
- Follow data privacy and security guidelines at all times.
Quality & Service Standards
- Meet daily/weekly KPIs such as attendance, call handling time, quality, accuracy, and customer satisfaction.
- Follow call scripts, workflow procedures, and communication guidelines.
- Participate in coaching sessions and training to continuously improve performance.
Teamwork & Collaboration
- Coordinate with other teams (e.g., Logistics, Sales, IT, QA) to resolve issues.
- Share updates, process changes, and best practices during huddles or team meetings.
- Maintain a positive, collaborative working environment.
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.