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
Requisition ID:
2134
Posting Start Date:
11 Aug 2026
Location:
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.
- 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.
- Escalate complex cases to the supervisor or relevant departments following SOPs.
- Ensure all customer concerns and enquiries are documented accurately and closed within the required timelines.
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.
Ready to build a career that creates impact? Apply now and start your journey with us.
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