Customer Support Specialist (English + German) - Remote, Portugal

About the role

A remote, permanent full-time position based in Portugal, working for one of the largest pharmaceutical companies in the world. The specialist answers commercial (non-sales) enquiries about temperature and storage excursions, provides FAQs and on-label information, and identifies and triages medical information, adverse events and product quality complaints. Shifts run Monday to Friday, 40 hours a week, from 9 AM to 6 PM CET, with possible North American shifts ending around 2 AM CET.

Key responsibilities

• Answer commercial inbound calls, chats and emails from patients, healthcare providers and vendors, and support wholesalers and distributors on ordering and logistics.
• Provide on-label information using standard content, FAQs and approved responses.
• Assist with temperature excursion queries and update them via the online tool.
• Identify and report potential adverse events and product quality complaints, and document case notes in the CRM.
• Triage medical information to the right department and give information on clinical trials.
• Handle press releases, give ordering status updates and make outbound follow-ups.

Required profile

• Fluent English and German (German is mandatory).
• Based in Portugal with fully legal and valid work documentation.
• Customer service or related experience; 2-5 years of experience preferred, with pharma/biotech call centre or medical/commercial background preferred.
• Bachelor's degree in Business, Supply Chain or related fields preferred.
• Flexibility to train at different hours and to cover shifts across time zones.

Required skills

• Spoken and written English and German, with strong communication skills.
• Preferred: AWS Connect and Salesforce Health/Service Cloud, CRM systems, Windows and Microsoft Office, contact center tools (phone, email, chat).

What we offer

• Gross salary of 23,000 to 27,625 euros per year.
• Private health insurance and a fixed teleworking allowance of 50 euros gross per month.
• Full training and many e-learning courses.