Customer Support Specialist (English + German mandatory)
A
Alphanumeric SystemsPharma
Full Time remote - Based in Portugal, flexibility to work shifts and adapt to different time zones is required. North America shift might be assigned to this resource (if needed) and that shift ends at 2 AM CET (approximately).Full-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Fluent in English, German (mandatory). Fluent in French (nice to have).
- Experience
- 2-5 years of experience
- Required Skills
- Customer serviceMicrosoft OfficeCRM
Requirements
- Fluent in English, German (mandatory).
- Fluent in French (nice to have).
- 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.
- Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset.
- Prior experience with vaccine products in a Pharma/Biotech call center preferred.
- Previous contact center experience is an asset.
- Strong proficiency with spoken and written English, German and French (nice to have), as well as excellent written and verbal communication skills.
- 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.
- 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.
- Utilization of standard content (ie. on-label information), FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.
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