Customer Service Representative (Remote)

Merck is a leading healthcare company, and they are seeking a Customer Service Representative to join their Customer Service Center team. The role involves resolving customer inquiries across various communication channels and managing calls related to product quality complaints and adverse events.

Responsibilities:

• Resolve customer questions and concerns efficiently by actively listening, communicating clearly, and ensuring full understanding of inquiries or issues
• Respond to Promotional Contact Center calls using approved scripts and response guidance
• Provide support for our Company's Portal and Clinical Trial inquiries using approved response documents
• Route our Company's Switchboard calls to the appropriate our Company's employee or department
• Accurately document all interactions, including details of inquiries, complaints, comments, actions taken, and intake of adverse events
• Manage fulfillment of outgoing correspondence and coordinate product retrievals related to product quality complaints
• Successfully complete all required training and certifications as a condition of continued employment

Requirements:

• High School Diploma or GED, or equivalent customer care experience and aptitude
• Customer service experience or demonstrated aptitude for delivering customer care
• Strong written and verbal communication skills
• Demonstrated customer-centric mindset
• Strong attention to detail
• Proficient typing and general computer skills
• Ability to pass required certification upon completion of training to demonstrate role proficiency
• Prior customer care or customer service experience
• Some medical terminology
• Associates degree