Customer Support Specialist (English & Spanish speaking) - full time remote (based in Portugal) - 5 months contract

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Requirements:

• BS/BA in Business, Supply Chain or related field preferred and/or 2 + years of experience.
• Preference for individuals who have experience supporting US pharma/biotech call centers and/or US commercial setting, including but not limited to invoicing queries, tracking of shipments, return policies etc.
• Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset
• Experience to be able to upsell and boost revenue is preferred.
• Previous contact center experience is an asset.
• Strong proficiency with spoken and written in English and Spanish.
• Operating systems: Windows through the current version.
• Microsoft Office tools.
• Ability to navigate multiple databases simultaneously
• PC Hardware environment: Laptops, Desktop and Printers.
• Contact center telephony, email, and chat tool – preferred.
• Knowledge in using client relationship management system – preferred.

Responsibilities:

• Responds to US commercial inbound calls, chats, and emails from patients, healthcare providers, 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.
• Achieve customer satisfaction through front-line contact with the client’s customers.
• Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns.
• Responsible for the timely escalation of issues/transactions.
• Answers general inquiries from Consumers and/ or Health Care Providers.
• Works with third-party vendors to provide wholesale/distribution support to requesters.
• Navigates and provides assistance navigating commercial tools and sites.
• Works with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service..
• 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).
• Contract support, liaison, and represents the face of client.
• Potential for rotational shifts and after hours support