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Customer Support Specialist (English + German as mandatory) - Full Time remote - Based in Portugal
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<p>Alphanumeric is hiring a <strong>(English/German speaking) Customer Engagement/Commercial Specialist (Remote based in Portugal)</strong> to work supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. <strong> </strong></p>
<p>Candidates will be chosen to deliver an optimized customer service experience in a personalized manner to answer inquiries relating to commercial (not sales), temperature, and storage excursion questions.</p>
<p>This candidate will provide responses for FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department.</p>
<p>The role includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation.</p>
<p><strong>Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in the country. Please apply with your <u>CV in English</u>.</strong></p>
<p><strong>Conditions</strong>:</p>
<ul><li><strong>Shifts</strong>: Monday to Friday 40H/week. Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required. The schedule <strong>is set from</strong> <strong>9 AM to 6 PM CET</strong>. North America shift might be assigned to this resource (if needed) and that shift ends at 2 AM CET (approximately).</li><li><strong>Employment</strong>: Permanent full-time, 100% remote from wherever you want in<strong> Portugal</strong>.</li><li><strong>Salary</strong>: Competitive and attractive salary.</li><li><strong>Benefits</strong>: Private health insurance + monthly internet allowance</li><li>Full training is provided and dozens of E-Learning courses are available</li></ul>
<p><strong>Mandatory Requirements:</strong><br></p>
<ul><li>Fluent in <strong>English, German (mandatory).</strong></li><li>Based in<strong> Portugal</strong><strong> </strong>with fully legal and valid documentation to work in the country.</li><li>Experience in Customer Service or related fields.</li><li>Flexibility to have the training in different hours due to time zone differences.</li></ul>
<p><strong>General Requirements:</strong></p>
<ul><li>Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience.</li><li>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.</li><li>Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset.</li><li>Prior experience with vaccine products in a Pharma/Biotech call center preferred</li><li>Previous contact center experience is an asset</li><li>Strong proficiency with spoken and written <strong>English / German (mandatory)</strong> as well as excellent written and verbal communication skills.</li></ul>
<p><strong>Technical Requirements:</strong></p>
<ul><li>Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred.</li><li>Knowledge of Operating systems: Windows through the current version and Microsoft Office tools.</li><li>Comfortable with PC Hardware environment: Laptops, Desktop and Printers.</li><li>Experience with contact center telephony, email, and chat tool is preferred.</li><li>Knowledge of using client relationship management systems is preferred.</li></ul>
<p><strong>Key Attributes and Responsibilities:</strong></p>
<ul><li>Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner.</li><li>Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.</li><li>Answers general inquiries from Consumers and/ or HCPs.</li><li>Works with third third-party vendors to provide wholesale/distribution support to requesters</li><li>Navigates and provides assistance navigating commercial tools and sites.</li><li>Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service.</li><li>Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination).</li><li>Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).</li><li>Responsible for documentation of case notes in the customer relationship management system (CRM).</li><li>Contract support, liaison, and represents the face of the client.</li><li>Identifies and triages medical information inquiries to the appropriate department.</li><li>Utilization of standard content (ie. on-label information).</li><li>Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.</li><li>Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.</li><li>Provides information to HCOs/HCPs seeking to participate in Clinical Trials.</li><li>Responds to Press Releases and other company news utilizing appropriate responses.</li><li>Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.</li><li>Provide information on customer ordering status.</li><li>Respond and complete other duties requested.</li><li>Potential for rotational shifts and after-hours coverage as needed.</li></ul>
<p><strong>Required Skills/Abilities<em>:</em></strong></p>
<ul><li>Excellent interpersonal skills, and ability to develop and maintain important relationships with key stakeholders whether it is via call, chat, or email.</li><li>Strong listening skills with a clear sense of empathy for the caller who is being assisted.</li><li>Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries.</li><li>Willingness to learn to identify adverse events or product complaints and to be able to document and report them.</li><li>Ability to handle all channels of work: calls/chats or emails.</li><li>Demonstrated ability to problem-solve.</li><li>Dedicated team player who has a customer service approach and is solution-oriented.</li><li>Ability to learn and navigate new systems and technologies quickly.</li></ul>
