Bilingual Customer Service Specialist (English/French) - Remote Portugal

About the role

Alphanumeric is hiring a Bilingual Customer Care Specialist (English/French) to work remotely in Portugal, supporting one of the world's largest pharmaceutical companies. The role covers products related to diabetes, obesity, rare diseases, cardiovascular and liver health, in a high-volume contact center. Candidates must already live in Portugal with full legal work documents; French and English fluency are mandatory.

Key responsibilities

• Answer general inbound calls, chats and emails from patients, healthcare providers and internal stakeholders, and answer FAQs and general on-label information
• Navigate and assist customers and healthcare professionals on websites and content
• Identify and triage medical information requests to the right department
• Spot potential Adverse Events (AEs) and Product Quality Complaints (PQCs) and report them
• Document case notes in the CRM and assist with temperature excursion inquiries and updates
• Act as contract support and liaison, representing the client
• Possible rotational shifts and after-hours support

Required profile

• Fluent English and French
• Preferred: at least 2 years in pharma/biotech call centers or a medical/commercial setting; prior pharma/biotech call center experience preferred
• Preferred: experience with Salesforce and Vonage; previous contact center experience is an asset
• Private, quiet office and hardwired internet (minimum 15 Mbps upload and download)

Required skills

• Customer service, telephone soft skills and strong listening and empathy
• Ability to handle calls, chats and emails
• Preferred: CRM knowledge and contact center telephony, email and chat tools

What we offer

• Gross pay of 21,000 to 24,000 EUR per year, plus 25% extra for night hours after 22:00
• Permanent employment, 40 hours per week, Monday to Friday, 14:00 to 01:00 (8 hours including a 1-hour meal break)
• Medical insurance, 50 EUR internet allowance and 22 vacation days
• 3 weeks of training, Monday to Friday 13:00-22:00; equipment provided