Customer Support Specialist (English + German + French speaking) - Full Time remote - Based in Portugal

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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.
• Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred.
• Knowledge of Operating systems: Windows through the current version and Microsoft Office tools.
• Comfortable with PC Hardware environment: Laptops, Desktop and Printers.
• Experience with contact center telephony, email, and chat tool is preferred.
• Knowledge of using client relationship management systems is preferred.

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 third-party vendors to provide wholesale/distribution support to requesters
• Navigates and provides assistance navigating commercial tools and sites.
• Work 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 the client.
• Identifies and triages medical information inquiries to the appropriate department.
• Utilization of standard content (ie. on-label information).
• Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.
• Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.
• Provides information to HCOs/HCPs seeking to participate in Clinical Trials.
• Responds to Press Releases and other company news utilizing appropriate responses.
• Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.
• Provide information on customer ordering status.
• Respond and complete other duties requested.
• Potential for rotational shifts and after-hours coverage as needed.