Bilingual Customer Service Specialist – English/French

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Handle incoming calls, chats, and emails from patients, healthcare professionals, and internal teams.

• Deliver accurate, timely, empathetic, and professional support for pharmaceutical products related to diabetes, obesity, rare diseases, cardiovascular health, and liver health.

• Address general inquiries from consumers and healthcare providers.

• Respond to frequently asked questions and general inquiries regarding on-label information.

• Identify medical information requests and route them to the appropriate department.

• Assist users in navigating relevant websites and content.

• Ensure that consumers and healthcare providers receive prompt, comprehensive, and professional service.

• Assist with inquiries and updates related to temperature excursions.

• Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

• Document case notes in the customer relationship management system (CRM).

• Provide contract support and serve as the client representative.

• Work rotational shifts and offer potential after-hours support.

⛳️ Requirements

• Must be residing in Portugal with valid and legal documentation to work in the country.

• Fluent in English and French; proficiency in both languages is required.

• At least 2 years of experience in supporting pharma/biotech call centers and/or experience in a medical or commercial environment is preferred.

• Previous experience with pharmaceutical products in a Pharma/Biotech call center is advantageous.

• Familiarity with Salesforce and Vonage is preferred.

• Prior contact center experience is an asset.

• Excellent telephone soft skills and a strong customer service orientation.

• Ability to thrive in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient.

• Exceptional interpersonal and relationship-building abilities.

• Strong listening skills and empathy.

• Capability to differentiate between various types of commercial inquiries.

• Willingness and capability to identify, document, and report adverse events or product complaints.

• Proficiency in handling calls, chats, and emails.

• Problem-solving skills.

• Ability to quickly learn and navigate new systems and technologies.

• Proficiency in Windows (current version).

• Familiarity with Microsoft Office tools.

• Basic computer and hardware proficiency.

• Ability to establish a remote workstation.

• Hardwired internet connection with minimum upload and download speeds of 15 Mbps each.

• A private, quiet office space free from interruptions.

• Ability to sit for extended periods.

🏝️ Benefits

• 25% additional pay for night hours after 22:00.

• Medical insurance.

• 50€ internet allowance.

• 22 days of vacation.

• Company-provided equipment.

• 3 weeks of training.

• Opportunities for home office/remote work in Portugal.