Customer Support Specialist, English, German, French
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Job Description
Customer Engagement Specialist providing customer support for a leading pharmaceutical company. Requires fluency in English, German, and French, with a focus on healthcare inquiries.
Responsibilities:
- 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 (ie. connection to the online tool, troubleshooting temperature excursion origination)
- Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
- Responsible for documentation of case notes in the customer relationship management system (CRM)
- Identifies and triages medical information inquiries to the appropriate department
Requirements:
- Fluent in English, German and French (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
- Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings
- Strong proficiency with spoken and written English, German (mandatory) and French (nice to have)
Benefits:
- Private health insurance + monthly internet allowance
- Full training is provided
- Dozens of E-Learning courses are available
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