Customer Support Specialist
New
A
AlphanumericPharmaceutical / Biotech
100% remote from wherever you want in Portugal, 9 AM to 6 PM CET, with potential for North America shift (ending at ~2 AM CET)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English, German
- Experience
- 2-5 years preferred; minimum 2 years preferred for pharma/biotech call center experience
- Required Skills
- SalesforceMicrosoft OfficeCommunication SkillsCRMCustomer support
Requirements
- Fluent in English and German (mandatory).
- Based in Portugal with valid legal work authorization.
- Professional experience in Customer Service or related fields.
- Bachelor's degree in Business, Supply Chain, or related fields preferred.
- 2-5 years of relevant experience preferred.
- Minimum 2 years experience supporting pharma/biotech call centers preferred.
- Experience with AWS Connect and Salesforce Health/Service Cloud preferred.
- Proficiency with Windows OS and Microsoft Office suite.
- Ability to work flexible hours and adapt to different time zones as required.
- Strong interpersonal, listening, and problem-solving skills.
Responsibilities
- Respond to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors.
- Provide customer support for ordering, logistics, and supply chain processes.
- Assist with temperature excursion inquiries and related online tool troubleshooting.
- Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
- Maintain accurate case notes and documentation within the CRM system.
- Triage medical information inquiries to the appropriate departments.
- Navigate commercial sites and content to provide accurate, non-scripted on-label information.
- Perform outbound follow-up interactions to provide commercial status updates.
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