About Company
GSK is a global biopharma company with a purpose to unite science, technology, and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people over the next 10 years. Our products, including vaccines, specialty medicines, and general medicines, are used by millions of people worldwide. We are committed to fostering a diverse, equitable, and inclusive workplace where every employee feels valued and empowered to contribute to our mission. Our commitment extends to our customers, ensuring they receive the highest level of care and support. Join GSK and be part of a team dedicated to improving human health globally.
Job Description
GSK is seeking a dedicated and empathetic Customer Service Representative to join our dynamic team, working remotely from Augusta, Georgia. In this pivotal role, you will be the frontline voice of GSK, providing exceptional support and guidance to our customers regarding our wide range of pharmaceutical products, vaccines, and consumer healthcare items. This is more than just answering calls; it’s about making a tangible difference in people’s lives by ensuring they have the information and assistance they need to manage their health effectively. As a Work From Home representative, you will manage inquiries via phone, email, and chat, addressing everything from product information and order status to handling sensitive customer feedback with professionalism and care. Your ability to listen actively, empathize with customer concerns, and articulate solutions clearly will be paramount to your success. You will navigate various internal systems to retrieve information, process requests, and document interactions meticulously, ensuring a seamless and positive experience for every customer.
This role requires a proactive problem-solver with a strong attention to detail and a commitment to upholding GSK’s high standards of quality and patient safety. You will be trained extensively on our product portfolio, compliance guidelines, and customer service protocols, empowering you to become a trusted resource. We foster a supportive remote work environment where teamwork and continuous learning are highly valued. You will collaborate with colleagues and supervisors through virtual channels, participating in regular team meetings and training sessions to enhance your skills and knowledge. Successful candidates will possess excellent communication skills, both verbal and written, and demonstrate a keen ability to de-escalate challenging situations while maintaining a calm and helpful demeanor. We are looking for individuals who are self-motivated, organized, and capable of managing their workload independently in a home office setting. This role is crucial in supporting GSK’s overarching mission to help people ‘do more, feel better, live longer’ by ensuring our customers receive timely, accurate, and compassionate assistance. Your contributions will directly impact customer satisfaction and uphold the reputation of one of the world’s leading healthcare companies. You will be responsible for maintaining high levels of service quality, adhering to all regulatory guidelines, and continuously seeking opportunities to improve the customer experience. If you are passionate about helping others and eager to contribute to a company dedicated to improving human health, we encourage you to apply and become a vital part of the GSK family, all from the comfort and convenience of your Augusta home. Join us in our mission to make a difference, one interaction at a time.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat regarding GSK products and services.
- Provide accurate, comprehensive, and empathetic responses to customer questions and concerns.
- Document all customer interactions and resolutions accurately in the CRM system.
- De-escalate challenging customer situations professionally and effectively.
- Adhere strictly to company policies, procedures, and regulatory guidelines (e.g., HIPAA, FDA).
- Collaborate with internal teams to resolve complex customer issues and ensure timely follow-up.
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
- Maintain a high level of customer satisfaction through professional and efficient service delivery.
- Identify and report any product-related issues or adverse events according to company protocol.
- Manage personal workload and time effectively in a remote work environment.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and empathetic abilities.
- Proficiency in using CRM software and other standard office applications.
- Demonstrated problem-solving and critical thinking skills.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent.
- Minimum 1 year of customer service experience, preferably in a remote role.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field.
- Experience in the pharmaceutical, healthcare, or biotechnology industry.
- Familiarity with medical terminology or healthcare regulations.
- Proven track record of maintaining high customer satisfaction scores.
- Experience with Zendesk, Salesforce, or similar customer service platforms.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Life and disability insurance.
- Employee assistance program (EAP).
- Opportunities for professional development and career advancement.
- Home office stipend for equipment and internet.
- Flexible work schedule options.
- Employee wellness programs.
- Discounted GSK products.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter directly through our official careers portal. Please ensure your application highlights your relevant customer service experience and your ability to thrive in a remote work environment.