[Hiring] Customer Support Specialist (English + German as mandatory) @Alphanumeric Systems

Role Description

Alphanumeric is hiring a (English/German 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.

• Deliver an optimized customer service experience in a personalized manner.
• Answer inquiries relating to commercial (not sales), temperature, and storage excursion questions.
• Provide responses for FAQs and general on-label information.
• Identify medical information inquiries and triage them to the appropriate department.
• 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.

Qualifications

• Fluent in English and 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.

Requirements

• 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.
• Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset.
• Prior experience with vaccine products in a Pharma/Biotech call center preferred.
• Previous contact center experience is an asset.
• Strong proficiency with spoken and written English / German (mandatory) as well as excellent written and verbal communication skills.

Benefits

• Private health insurance + monthly internet allowance.
• Full training is provided and dozens of E-Learning courses are available.
• Competitive and attractive salary.
• Employment: Permanent full-time, 100% remote from wherever you want in Portugal.
• Shifts: Monday to Friday 40H/week, with flexibility to work shifts and adapt to different time zones.
• Schedule set from 9 AM to 6 PM CET; North America shift might be assigned if needed.

Key Attributes and Responsibilities

• 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 customer relationship management system (CRM).
• Identifies and triages medical information inquiries to the appropriate department.
• Utilization of 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.
• Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.
• Respond and complete other duties requested.
• Potential for rotational shifts and after-hours coverage as needed.

Required Skills/Abilities

• Excellent interpersonal skills, and ability to develop and maintain important relationships with key stakeholders.
• Strong listening skills with a clear sense of empathy for the caller.
• Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries.
• Willingness to learn to identify adverse events or product complaints and to be able to document and report them.
• Ability to handle all channels of work: calls/chats or emails.
• Demonstrated ability to problem-solve.
• Dedicated team player with a customer service approach and solution-oriented mindset.
• Ability to learn and navigate new systems and technologies quickly.