Customer Care Agent for pharmaceutical startup

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<div><strong>IMPORTANT NOTE:</strong> we review every single incoming application and take the time to read through all of them, rejecting those that are not a good match. Having the guarantee that your application will be read, we kindly ask you to abstain from using recycled and generic cover letters. Instead, focus on honestly letting us know why you should work with us. Please read until the end for more instructions.</div> <div>If you are an experienced and motivated customer care representative who wants to work with a serious, determined and growing company that will provide you with multiple opportunities to increase your skills and grow from within, then keep reading: this might be the role you’re looking for.</div> <div>We are a fast-growing pharmaceutical startup focused on delivering first-class services to our customers and significantly expand our reach in the near future. We formed our first Customer Care team of 3 people by the end of March, and we already have a team of 10 Care Coordinators that needs to be increased by 4 more members in order to ensure our tickets don’t pile up and our patients are receiving the best service we can provide!</div> <div>All of our company works remotely and we thrive at doing so. We understand the tricks and challenges that come with being a team but working independently at the same time.</div> <div>We need you to help us provide outstanding customer service via email, live chat and phone calls. We use Zendesk as our CRM and are focused on building the most efficient environment possible while being guided by experts.</div> <div><strong>What you’ll be doing:</strong></div> <ul> <li>Coordinating deliveries for our customers and informing them of their status, while keeping in touch with our partners and being the voice of our customers.</li> <li>Keeping our customers informed about our processes and workflows, while providing them instructions to use our products and what they can expect from them.</li> <li>You’ll be expected to become an expert in our products and services and inform current and potential customers about our products and services. This is not a sales position, but if a potential customer reaches out with questions you’ll be providing them with information and guidance.</li> <li>Working with your managers on keeping an efficient customer support structure, diligently replying to emails, messages and phone calls but also creating content for our customers.</li> </ul> <div><strong>What we’re looking for in you:</strong></div> <ul> <li>You are enthusiastic, motivated and outspoken.</li> <li>You are detail-oriented and have excellent administration skills. You will have to handle multiple tickets and be able to ensure each patient is being taken care of.</li> <li>You ask questions and are not afraid to provide your opinion when you believe something is not being done in the most optimal or customer-friendly way. We are not looking for a yes-person: we want you to help us build and improve our processes.</li> <li>You have outstanding written English skills (you will be tested in them during the selection process) and have little to no accent when you speak. Not fulfilling this requirement will result in a rejection, so you might as well save your time.</li> <li>You know how to step ahead of customer needs and not just provide an answer to their question: you like to make sure that customers don’t have to come back to us.</li> <li>You are not a customer service bot. We are not a BPO call center, so we don’t want repetitive apologies, clichéd thank you phrases and long, empty emails: we are a company and therefore want results and a customer-centered approach.</li> <li>You are available to work at least 35 hours per week. We have coverage between 8:00 AM and 8:00 PM (EST), 7 days a week. It would be great if you are available to work at least one day over the weekend, but we can talk about it.</li> </ul> <div>You’ll get bonus points for providing a 2-minute Loom video introducing yourself and explaining why you are a good fit for this role. This is not a requirement, but we use Loom and video conferencing a lot, and we have found that the best candidates are not shy to introduce themselves in order to stand out from the crowd. This role will be hired on Upwork.</p> </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...