Customer Care Agent (Bridgewater, NJ)

Bausch Health is a global company that develops, manufactures, and markets a differentiated product portfolio across multiple high-growth therapeutic areas including Gastroenterology, Generics, Neurology, Ortho Dermatologics, Medical Aesthetics and Dentistry.  We are delivering on our commitments as we build an innovative company dedicated to advancing global health.  Each day, Bausch Health products are used by over 150 million people around the world.

Our approximately 7,000 employees are united around our mission of improving people’s lives with our health care products.

The Customer Care Agent is responsible for effectively resolving consumer inquiries and complaints and the receipt, documentation, classification, and processing of product complaints within regulatory guidelines for North America.

Responsibilities:

• Receive inbound activity through phone, mail, Internet, or other electronic channels and respond accurately, promptly and efficiently. Respond to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards.
• Demonstrate a high level of entry and accuracy while processing product inquiries or complaint information.
• Enter consumer information and document the nature of the call into the designated complaint management system. Then, classify product complaints according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.
• Provide support and technical expertise in handling problem resolution, special consumer requests, and technical inquiries.
• Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing and maintaining current information.
• Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions; support product introductions, changes and discontinuations.
• Actively seek information from product managers and third-party vendors about our products. First Point Person for issues escalated by Customer Service (if the problem is consumer-related and not account-specific)
• Drug Safety (Pharmacovigilance) email box
• Reconciliation report support
• Training support (product, procedural, systems for new hire/cross-training)

Qualifications:

• High school diploma or GED required. Bachelor’s degree preferred
• Minimum of 2 years of customer service experience required.
• Experience with the following computer applications: Genesys, SharePoint, Salesforce.com, SAP, Microsoft Office, and Web preferred.

#LI-Onsite

This position may be available in the following location(s): US - Bridgewater, NJ

We thank you in advance for your interest in growing and developing with Bausch Health. Kindly note that in order for all stakeholders to be successful, we do require a minimum of one year in your current role before applying to another one. Please ensure you have discussed with your current manager the intent of applying to a new role.

Any exception will have to be authorized by your HR Business Partner.

Bausch Health Companies Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates collaboration.

If a candidate needs a reasonable accommodation/adjustment due to physical or mental health impairment for any part of the application process, they are encouraged to send their request to humanresources@bauschhealth.com  or call 908-927-1400 and let us know the nature of the request and their contact information. Please be sure to include the job requisition number. 

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch Health's Job Offer Fraud Statement.