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
Works with third-party vendors to provide wholesale/distribution support to requesters
Navigates and provides assistance navigating commercial tools and sites
Assists with temperature excursion inquiries and updates
Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
Responsible for documentation of case notes in the CRM
Identifies and triages medical information inquiries to the appropriate department
Utilizes standard content to deliver non-scripted on-label information to callers
Provides information to HCOs/HCPs seeking to participate in Clinical Trials
Responds to Press Releases and other company news utilizing appropriate responses
Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary

Fluent in English, German (mandatory)
Based in Portugal with fully legal and valid documentation to work in the country
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
Minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings preferred
Strong proficiency with spoken and written English / German (mandatory) as well as excellent written and verbal communication skills
Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud preferred
Knowledge of Operating systems: Windows and Microsoft Office tools
Experience with contact center telephony, email, and chat tool preferred
Knowledge of using client relationship management systems preferred

Customer Support Specialist, English, German

Key skills