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Customer Support Specialist, English, German
Location
Portugal
Posted
17 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Support Specialist, English, German
Alphanumeric Systems
• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the CRM • Identifies and triages medical information inquiries to the appropriate department • Utilizes standard content to deliver non-scripted on-label information to callers • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary
Job Requirements
- Fluent in English, German (mandatory)
- Based in Portugal with fully legal and valid documentation to work in the country
- Experience in Customer Service or related fields
- Flexibility to have the training in different hours due to time zone differences
- Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience
- Minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings preferred
- Strong proficiency with spoken and written English / German (mandatory) as well as excellent written and verbal communication skills
- Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud preferred
- Knowledge of Operating systems: Windows and Microsoft Office tools
- Experience with contact center telephony, email, and chat tool preferred
- Knowledge of using client relationship management systems preferred
Benefits
- Private health insurance
- Monthly internet allowance
- Full training provided
- Dozens of E-Learning courses available
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