Customer Support Specialist (English + German + French speaking) - Full Time remote - Based in Portugal

Alphanumeric is hiring a (English/German/French speaking) Customer Engagement/Commercial Specialist (Remote based in Portugal) 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.

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

.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

.The role includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation

. 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 CV in English. Conditio

• ns:Shifts: Monday to Friday 40H/week. Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is requir
• ed.Employment: Permanent full-time, 100% remote from wherever you want in Portug
• al.Salary: Competitive and attractive sala
• ry.Benefits: Private health insurance + monthly internet allowa
• nceFull training is provided and dozens of E-Learning courses are availa

ble Mandatory Requireme

• nts:Fluent in English, German and French (mandato
• ry).Based in Portugal with fully legal and valid documentation to work in the coun
• try.Experience in Customer Service or related fie
• lds.Flexibility to have the training in different hours due to time zone differen

ces. General Requirem

• ents:Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experi
• ence.Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial sett
• ings.Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an a
• sset.Prior experience with vaccine products in a Pharma/Biotech call center pref
• erredPrevious contact center experience is an
• assetStrong proficiency with spoken and written English, German and French, as well as excellent written and verbal communication sk

ills. Technical Require

• ments:Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is pref
• erred.Knowledge of Operating systems: Windows through the current version and Microsoft Office
• tools.Comfortable with PC Hardware environment: Laptops, Desktop and Pri
• nters.Experience with contact center telephony, email, and chat tool is pref
• erred.Knowledge of using client relationship management systems is pref

erred. Key Attributes and Responsibi

• lities: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 cus
• tomers.Answers general inquiries from Consumers and/ o
• r HCPs.Works with third third-party vendors to provide wholesale/distribution support to req
• uestersNavigates and provides assistance navigating commercial tools and
• sites.Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer s
• ervice.Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origin
• ation).Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints
• (PQCs).Responsible for documentation of case notes in the customer relationship management system
• (CRM).Contract support, liaison, and represents the face of the
• client.Identifies and triages medical information inquiries to the appropriate depa
• rtment.Utilization of standard content (ie. on-label inform
• ation).Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to c
• allers.Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Comp
• laints.Provides information to HCOs/HCPs seeking to participate in Clinical
• Trials.Responds to Press Releases and other company news utilizing appropriate res
• ponses.Perform outbound contacts to provide commercial status updates and follow-up interactions as nec
• essary.Provide information on customer ordering
• status.Respond and complete other duties req
• uested.Potential for rotational shifts and after-hours coverage as

needed. Required Skills/A_b_

• ilities:Excellent interpersonal skills, and ability to develop and maintain important relationships with key stakeholders whether it is via call, chat, o
• r email.Strong listening skills with a clear sense of empathy for the caller who is being a
• ssisted.Demonstrated ability to communicate and distinguish different types of questions relating to commercial in
• quiries.Willingness to learn to identify adverse events or product complaints and to be able to document and repo
• rt them.Ability to handle all channels of work: calls/chats or
• emails.Demonstrated ability to proble
• m-solve.Dedicated team player who has a customer service approach and is solution-o
• riented.Ability to learn and navigate new systems and technologies

quickly.