Customer Support Specialist
New
A
AlphanumericPharmaceutical Customer Service
Based in Portugal, 9 AM to 6 PM CET, with potential for rotational shifts to accommodate North America time zones.Full-TimeMiddle
SalaryCompetitive and attractive salary.
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Job Details
- Languages
- English, German, and French
- Experience
- 2-5 years
- Required Skills
- CRMCustomer support
Requirements
- Fluent in English, German, and French (mandatory).
- Must be based in Portugal with valid legal documentation to work in the country.
- Bachelor's degree in Business, Supply Chain, or a related field preferred.
- 2-5 years of professional experience.
- Experience in customer service, contact centers, or related fields.
- Preference for experience supporting pharma/biotech call centers or medical/commercial settings.
- Proficiency with Windows and Microsoft Office tools.
- Familiarity with contact center telephony, email, and chat tools.
- Experience with AWS Connect and Salesforce Health/Service Cloud is preferred.
- Ability to work flexible shifts and adapt to different time zones.
Responsibilities
- Respond to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors.
- Support wholesalers and distributors with ordering, logistics, and contracted customer inquiries.
- Navigate commercial tools and client sites to provide accurate, on-label information.
- Assist with temperature excursion inquiries and troubleshooting via online tools.
- Identify, document, and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
- Triage medical information inquiries to the appropriate departments.
- Maintain accurate documentation of case notes within the CRM system.
- Provide information regarding clinical trial participation to HCPs.
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