Job Overview
Location
4 Locations
Job Type
Full-time
Category
Customer Support
Date Posted
April 28, 2026
Full Job Description
đź“‹ Description
- • The Customer Service Specialist is a customer-facing role within the Customer Service Center (CSC) team, responsible for delivering high-quality service to consumers, employees, and healthcare professionals, supporting the National Service Center and Field Service Center by managing inbound inquiries across phone, chat, email, and digital platforms.
- • Day to day, the role involves managing inbound customer and employee inquiries professionally and efficiently across multiple channels, utilizing approved knowledge bases and internal systems to provide accurate responses, documenting all interactions including complaints and adverse events, ensuring consistent customer experience, supporting contact center workflows, collaborating with internal stakeholders on process improvements, and managing escalated requests through resolution.
- • Merck & Co., Inc. is a global healthcare company committed to innovation, inclusion, and operational excellence, with a strong focus on delivering safe and effective products while maintaining regulatory compliance and a consistent customer experience across all touchpoints.
- • In this role, the individual can develop expertise in healthcare customer service, regulatory compliance, adverse event reporting, and cross-functional collaboration, while gaining experience in a structured, process-driven environment that supports professional growth and operational impact.
🎯 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
🏖️ Benefits
- • Comprehensive medical, dental, and vision healthcare coverage for employee and family
- • Retirement benefits including 401(k) plan
- • Paid holidays, vacation, and compassionate and sick days
- • Eligibility for annual bonus and long-term incentive
- • Flexible remote work arrangement
Skills & Technologies
About Merck & Co., Inc.
Merck & Co., Inc., operating as MSD outside the United States and Canada, is a global biopharmaceutical company that discovers, develops, manufactures and markets prescription medicines, vaccines, biologic therapies and animal health products. Its research focuses on oncology, infectious diseases, vaccines, hospital acute care, immunology and neuroscience. Founded in 1891 and headquartered in Rahway, New Jersey, the company operates in more than 140 countries, employing over 70,000 people worldwide and selling products through its global network of subsidiaries and distributors.
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