Customer Support Specialist, English, German

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

📋 Description

• Handle incoming commercial calls, chats, and emails from patients, healthcare providers, and vendors.

• Deliver customer support to wholesalers and distributors acquiring client products, including order management, logistics, and contracted customers.

• Address general inquiries from consumers and healthcare professionals.

• Collaborate with third-party vendors to facilitate wholesale and distribution support.

• Guide users through commercial tools and websites.

• Ensure that consumers and healthcare providers receive timely, thorough, and professional customer service.

• Assist with inquiries related to temperature excursions, online tool connections, and troubleshooting issues.

• Identify and report potential Adverse Events and Product Quality Complaints.

• Record case notes in the customer relationship management system.

• Offer contract support and serve as a liaison for clients.

• Identify and direct medical information inquiries to the relevant department.

• Utilize standard content, FAQs, product monographs, and client-approved responses to provide non-scripted on-label information.

• Supply information to healthcare organizations and providers interested in clinical trial participation.

• Respond to press releases and company announcements with appropriate replies.

• Conduct outbound contacts for commercial status updates and follow-ups.

• Provide updates on customer ordering statuses.

• Perform additional duties as requested.

• May be required to work rotational shifts and provide after-hours support.

⛳️ Requirements

• Proficient in English and German (German is mandatory).

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

• Experience in Customer Service or related fields is essential.

• Flexibility to undergo training at various hours due to time zone differences.

• A Bachelor's degree in Business, Supply Chain, or related fields is preferred, along with 2–5 years of relevant experience.

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

• Prior experience in customer support roles, such as logistics, order to cash, or 3PL/Distributor coordination, is beneficial.

• Experience with vaccine products in a Pharma/Biotech call center is preferred.

• Previous experience in a contact center is an asset.

• Strong proficiency in both spoken and written English and German.

• Familiarity with AWS Connect and Salesforce Health/Service Cloud is preferred.

• Knowledge of Windows and current Microsoft Office tools is required.

• Comfortable using laptops, desktops, and printers.

• Experience with contact center telephony, email, and chat tools is preferred.

• Familiarity with customer relationship management systems is an asset.

• Excellent interpersonal, listening, written, verbal, and empathy skills.

• Ability to identify and differentiate commercial inquiries effectively.

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

• Capable of handling calls, chats, and emails efficiently.

• Proven problem-solving abilities.

• Quick learner with the ability to navigate new systems and technologies.

• Customer-service oriented with a solution-focused mindset.

🏝️ Benefits

• Private health insurance.

• Teleworking compensation of €50 gross per month.

• Comprehensive training provided.

• Access to numerous E-Learning courses.