Customer Experience Representative

About the role

The Customer Experience Representative provides inbound, outbound, chat and email support to healthcare providers and consumers regarding pharmaceutical products and programs. The role requires using approved reference materials and escalating issues when necessary.

Key responsibilities

• Handle customer inquiries via phone, chat (WhatsApp), and email, aiming for first‑call resolution.
• Communicate product messaging, formulary changes, recall alerts, rebates, disease‑state information, and patient assistance details.
• Document interactions in the CRM system and follow escalation procedures.
• Maintain compliance with HIPAA, adverse event reporting, and product quality regulations.
• Participate in project work, lead initiatives, and meet assigned performance metrics.

Required profile

• Fluent English (C1) and native Spanish (C2); ability to work onsite.
• Minimum 2 years of call‑center experience, preferably in a medical or pharmaceutical setting.
• Background in nursing, pharmacy, or related medical field preferred.
• Strong attendance record and excellent verbal and written communication skills.

Required skills

• Proficiency with Excel and Google Sheets.
• Experience using MS Office tools and CRM databases.
• Ability to create reports and manage data effectively.