Customer Support Specialist
A
Alphanumeric SystemsPharmaceutical Customer Support
100% remote from wherever you want in Portugal, 9 AM to 6 PM CET, flexibility required for shifts including North America time zonesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, German
- Experience
- 2-5 years
- Required Skills
- Problem SolvingMicrosoft OfficeCRMCustomer support
Requirements
- Fluent in English and German (mandatory).
- Minimum 2-5 years of experience in customer service or related fields.
- Prior experience supporting pharma/biotech call centers preferred.
- Experience with CRM systems (Salesforce Health/Service Cloud preferred).
- Proficiency in Windows and Microsoft Office tools.
- Familiarity with AWS Connect, telephony, email, and chat support tools.
- Ability to adapt to flexible shifts and different time zones.
- Strong interpersonal, listening, and problem-solving skills.
Responsibilities
- Respond to commercial inbound calls, chats, and emails from patients, HCPs, and vendors.
- Provide customer support to wholesalers and distributors regarding ordering and logistics.
- Assist with temperature excursion inquiries and troubleshooting.
- Identify and document potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
- Maintain accurate case notes in the CRM system.
- Triage medical information inquiries to appropriate departments.
- Provide on-label information using approved FAQs and monographs.
- Perform outbound follow-up interactions for commercial status updates.
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