Customer Service Agent, English & French
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Job Description
Customer Service - Level 1 Agent providing support for a leading Pharma company. Handling inquiries, resolving issues, and supporting global health initiatives from Portugal.
Responsibilities:
- Serve as the first point of contact for inquiries from internal and external partners
- Triage and convert incoming requests to determine priority, clinical risk, and resolution path
- Provide direct resolution for common issues and escalate complex issues to L2/L3
- Communicate clearly in high-stress situations and manage user expectations
- Log all cases in a ticketing system (ServiceNow) with categorization and SLA targets
- Provision user requests and edit learning curriculums
- Monitor cases for continuous follow-up and user support until resolution
- Provide support for pharma and vaccine-related systems including urgent requests
- Act as Subject Matter Expert for a specific medication-related clinical system
- Adhere to Key Performance Indicators including SLA compliance and user satisfaction
Requirements:
- Fluent in English and French (written and spoken)
- Strong communication and customer service skills with empathy and clarity
- Ability to multitask under pressure and maintain attention to detail
- Previous helpdesk or service desk experience is a plus; life sciences or healthcare background preferred
- Comfortable with technology and quick to learn new systems
- Proficiency in ServiceNow or similar case/ticketing systems is a plus
- Hardwired internet connection with minimum speeds of 15Mbps upload and 30Mbps download
- Must have a private and quiet office space for professional calls
Benefits:
- Private health insurance
- Compensation for teleworking expenses of €50 (gross) per month
- Full training provided
- Dozens of E-Learning courses available
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