Key skills
Business Process StandardizationBusiness SupportCustomer ServiceCustomer SupportData QualityDigital PlatformsOperational ExcellenceProcess Improvement ProjectsProcess OptimizationProduct ManagementQuantitative AnalyticsRegulatory ComplianceCommunication ManagementService ExcellenceStakeholder CommunicationsCustomer Centric FocusAnalyticsProject ManagementCommunication
About this role
Merck is a leading global healthcare company, and they are seeking a Customer Service Specialist to join their Customer Service Center team. This role is responsible for managing customer inquiries and providing high-quality service across various communication channels while ensuring compliance with regulatory standards.
Responsibilities:
- Manage inbound customer and employee inquiries professionally and efficiently across multiple channels
- Utilize approved knowledge bases, prescribing information, medication guides, and internal systems to provide accurate responses
- Accurately document all interactions, including inquiries, complaints, adverse events, and actions taken
- Ensure consistent delivery of the desired customer experience across all engagements
- Support contact center workflows, procedures, and multi-channel communications
- Collaborate with internal stakeholders to support process improvements, operational changes, and issue escalation
- Manage assigned escalated requests through resolution and contribute to service quality initiatives
Requirements:
- Bachelor's Degree or Associate's degree with at least 2 years of experience demonstrating aptitude for customer care and scientific information
- Demonstrated customer service experience or strong customer service aptitude
- Strong written and verbal communication skills
- High attention to detail with proficient computer and typing skills
- Ability to understand and apply scientific and product-related information
- Successfully complete all required training and certifications as a condition of continued employment
- Business Process Standardization
- Business Support
- Communication Management
- Customer Centric Focus
- Customer Feedback
- Customer Service
- Customer Support
- Data Quality
- Detail-Oriented
- Digital Platforms
- Operational Excellence
- Process Improvement Projects
- Process Optimization
- Product Management
- Quantitative Analytics
- Regulatory Compliance
- Retail Customer Service
- Service Excellence
- Stakeholder Communications
- Teamwork
- Prior contact center or customer service experience
- Scientific aptitude
- Medical Terminology
- Project management experience