Customer Support Specialist, English, German, French

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

📋 Description

• Handles incoming calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a courteous and empathetic manner.

• Delivers customer support to wholesalers and/or distributors purchasing client products, including assistance with orders, logistics, and contracted customers.

• Addresses general inquiries from consumers and/or HCPs.

• Collaborates with third-party vendors to offer wholesale/distribution support to requesters.

• Navigates and assists users in utilizing commercial tools and websites.

• Helps with inquiries related to temperature excursions and provides updates (e.g., connecting to online tools, troubleshooting the origin of temperature excursions).

• Identifies and reports any potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

• Responsible for documenting case notes in the customer relationship management system (CRM).

• Identifies and directs medical information inquiries to the appropriate department.

⛳️ Requirements

• Proficient in English, German, and French (mandatory).

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

• Background in Customer Service or related fields is required.

• Willingness to undergo training at varying 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 experience.

• Preference for candidates with a minimum of 2 years of experience in supporting pharma/biotech call centers and/or experience in medical or commercial environments.

• Strong command of spoken and written English, German (mandatory), and French (desirable).

🏝️ Benefits

• Private health insurance plus a monthly internet allowance.

• Comprehensive training is provided.

• Access to numerous E-Learning courses.