Customer Service & Support Jobs in Makati City, Philippines (Now Hiring) — 89 open — Page 5

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.

The Medical Information Manager is responsible for Medical Information service delivery of designated clients including the management of assigned teams in order to support the delivery of a high quality, efficient and cost-effective service. This role collaborates with leadership, to coordinate, develop and maintain all aspects of ProPharma’ s Medical Information services.

Essential Functions Include:Medical Information Service Delivery
• Independently provides oversight and direction to teams to provide high quality and efficient medical information enquiry handling service including ensuring workload is distributed effectively.
• Being knowledgeable of and complying with the specific Working Practices which have been agreed with designated clients as well as following processes which may be documented in Client Instructions/other documentation.
• Manage and provide daily functions of the teams in strict compliance with ProPharma SOPs and Working Practices
• Provision of verbal and written clinical and technical information to internal and external customers as it relates to clients’ products.
• Reporting of Adverse Events, Product Quality Complaints and pregnancy information.
• Conducting literature searches and evaluation as required
• Participating in relevant client operational meetings as directed by Management.
• Make decisions consistent with company guidelines and policies.
• Re-align teams when needed based on client needs.
• Ensure direct reports provide highest level of customer service. Business Development
• Represent ProPharma in Medical Information related corporate activities including prospective client meetings and client implementations.
• Collaborate with Client Services team and participate as Medical Information resource during new client implementations.
• Identifying potential business development opportunities and raising these with Senior Management. Quality Assurance
• Monitor phone and inquiry stats for teams to ensure the team hit the agreed deadlines and Key Performance Indicators (KPIs) documented in the agreed ProPharma SOPs and Working Practices. Maintaining an oversight of the team’s performance against the agreed KPIs and feeding back to the team on improvements needed or providing positive feedback as required. Ensuring the team maintain quality in all areas of the job, particularly reporting of Adverse Events, Product Quality Complaints, and logging enquiries into the Enquiry Handling System.
• Investigating service complaints and deviations, identifying corrective and preventative actions and implementing these within the team.
• Tracking and trending Complaints and Deviations with the support of the Quality Assurance Department. Feeding back to the team and striving to improve quality within the team.
• Support client and regulatory audits as necessary. Personnel Management and Training
• Coach, mentor, motivate and develop staff.
• Foster teamwork and collaboration.
• Resolve conflict and involvement in performance/disciplinary meetings as required.
• Monitor and provide staff ongoing performance feedback and conduct annual performance and compensation reviews.
• Assist direct reports with key deliverables and activities in support of multiple clients.
• Planning headcount requirements and tracking these against team workload to fully justify any necessary headcount increases. Recruitment of new staff as required
• Identifying training needs of the team and ensuring these are met
• US Specific: With company trainer, develop onboarding programs and oversee training of new hires within the teams. General
• Ensuring that any confidential information or personal data related to ProPharma, and its clients is managed in accordance with Data Privacy regulations as described in ProPharma SOPs.
• Acting as a role model for members of the team.
• Acting in a positive and professional manner at all times.
• Taking responsibility for other medical information tasks or functions within the Company as delegated by Senior Manager.
• Other activities as assigned.

Qualified candidates must have:US specific
• A professional degree of RPh, PharmD, PhD, MD, RN, DVM or other healthcare degree and/or 5 or more years as a manager in a contact center setting or 4 or more years of biotech/pharmaceutical and/or clinical experience. EU & JAPAC specific
• A degree in a life science, pharmacy or equivalent.
• A sound knowledge of medical information services and healthcare provision systems in the relevant region, together with the regulations codes and guidelines relevant to their provision.
• Sound understanding of the pharmaceutical industry.
• Ability to provide staff support to multiple locations.
• Ability to utilize contact center tools and technology to manage operation efficiently and effectively.
• Demonstrated technical and medical writing ability to create or review documents and reports.
• Ability to interpret and understand complex scientific data and summarize in verbal or written form.
• Knowledge of Medical Information trends and technologies.
• Possess a service-oriented approach. Flexible and proactive towards changing clients’ needs.
• Superior managerial skills which facilitate a positive and supportive work environment.
• Exceptional organization, prioritization, project management and delegation skills; able to multitask.
• Excellent verbal, written and interpersonal communication skills with the ability to establish strong professional relationships with clients and internal staff.
• Excellent questioning and listening skills.
• Analytical expertise in understanding complex issues and their consequences. Able to project and maintain professionalism in handling difficult situations and in times of stress.
• Excellent attention to detail.
• Exceptional customer service skills.
• Strong critical thinking skills.
• Strong decision-making skills.
• Strong problem-solving skills.
• Flexibility to adapt and meet fluctuating business priorities.

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.