Customer Support Specialist, English, German

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

📋 Description

• Deliver customer support through phone, email, and chat channels.

• Handle commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors with professionalism and empathy.

• Offer customer assistance to wholesalers and/or distributors purchasing client products.

• Address general inquiries from consumers and/or HCPs.

• Collaborate with third-party vendors to deliver wholesale/distribution support to requesters.

• Navigate and assist users with commercial tools and websites.

• Help with inquiries related to temperature excursions and provide updates.

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

• Maintain documentation of case notes in the customer relationship management system (CRM).

• Support contracts and maintain communication with clients.

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

• Utilize standard content to deliver on-label information to callers.

⛳️ Requirements

• Proficient in English.

• Fluent in German (mandatory).

• Proficient in French (preferred).

• Residing in Portugal with valid legal documentation to work in the country.

• Background in Customer Service or related areas.

• Availability for training at various hours due to time zone differences.

• 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 in supporting pharma/biotech call centers and/or in medical or commercial environments is preferred.

• Previous experience in customer support (e.g., logistics, order to cash 3PL/Distributor coordination) is advantageous.

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

• Strong proficiency in spoken and written English, German (mandatory), and French (preferred).

🏝️ Benefits

• Private health insurance.

• Monthly internet allowance.

• Comprehensive training.

• Access to numerous E-Learning courses.