Customer Support Specialist, English, German
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Job Description
Customer Engagement/Commercial Specialist supporting a global Pharma company, specializing in customer service and handling inquiries related to commercial products and medical information.
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
- 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
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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