Customer Service Agent, English & German

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

📋 Description

• Act as the primary point of contact for inquiries received via phone, email, web, and chat from both internal and external stakeholders.

• Assess and prioritize incoming requests to determine urgency, clinical risk, and the appropriate resolution process.

• Resolve common issues directly, such as account access, system navigation, basic triage, and educational inquiries, while escalating more complex problems to L2/L3 Assignment Groups.

• Communicate effectively in high-pressure situations; manage user expectations and provide timely updates on case status.

• Uphold a high level of customer service characterized by empathy, clarity, accountability, and follow-through.

• Accurately log all cases in a ticketing system (ServiceNow), ensuring complete categorization, prioritization, and adherence to SLA targets.

• Process user requests for account creation, modifications, or deletions of access to various systems or applications.

• Revise learning curriculums and distribute training invitations.

• Proactively monitor ongoing cases, ensuring continuous follow-up and comprehensive user support until resolution.

• Provide assistance for both pharmaceutical and vaccine-related systems, including urgent requests concerning temperature excursions.

• Serve as a frontline Subject Matter Expert for a specific medication-related clinical system, ensuring prompt support and timely response.

• Comply with all established Key Performance Indicators, including SLA compliance and User Satisfaction metrics.

⛳️ Requirements

• Proficient in both English and German (written and spoken).

• Excellent communication and customer service abilities, demonstrating empathy and clarity.

• Capable of multitasking in high-pressure environments while maintaining attention to detail.

• Prior experience in helpdesk or service desk roles is advantageous; a background in life sciences or healthcare is preferred.

• Comfortable with technology and quick to adapt to new systems.

• Familiarity with ServiceNow or similar case/ticketing systems is a plus.

• Reliable internet connection with a minimum upload speed of 15Mbps and download speed of 30Mbps.

• A private and quiet office environment free from interruptions for professional calls.

• Willingness to support rotating shifts, including weekends and holidays as necessary.

🏝️ Benefits

• Private health insurance.

• Reimbursement for teleworking expenses of 50 euros per month.

• Comprehensive training provided.

• Access to numerous E-Learning courses.