Customer Service Agent, English & German
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Job Description
Customer Service Agent providing essential support for clinical staff and stakeholders. Fluent in English and German, working in a fully remote capacity from Portugal.
Responsibilities:
- Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners
- Triage and convert incoming requests to determine priority, clinical risk, and required resolution path
- Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups
- Communicate clearly in high-stress situations; manage user expectations and provide timely status updates
- Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets
- Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications
- Edit learning curriculums and send out training invites
- Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution
- Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests
- Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action
- Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback
Requirements:
- Fluent in English and German (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
- Must have a private and quiet office space free of interruption for professional calls
- Flexibility to support rotating shifts, including weekends and holidays as required
Benefits:
- Private health insurance
- Compensation for teleworking expenses (50 euros per month)
- Full training provided
- Dozens of E-Learning courses available
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