Bilingual Customer Service Specialist – English/French

🔥 0 minutes ago

🇵🇹 Portugal – Remote

💵 €21k - €24k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders • Provide accurate, timely, empathetic, and professional customer support for pharmaceutical products related to diabetes, obesity, rare diseases, cardiovascular health, and liver health • Answer general inquiries from consumers and healthcare providers • Respond to FAQs and general on-label information inquiries • Identify medical information inquiries and triage them to the appropriate department • Navigate and assist users with relevant sites and content • Ensure consumers and healthcare providers receive prompt, complete, and professional service • Assist with temperature excursion inquiries and updates • Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Document case notes in the customer relationship management system (CRM) • Provide contract support and liaise as the client representative • Work rotational shifts and provide potential after-hours support

🎯 Requirements

• Must already be based in Portugal with fully legal and valid documentation to work in Portugal • Fluent English and French; both languages mandatory • Minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting preferred • Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred • Prior experience with Salesforce and Vonage preferred • Previous contact center experience is an asset • Strong telephone soft skills and customer service orientation • Ability to work in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient • Excellent interpersonal and relationship-building skills • Strong listening skills and empathy • Ability to distinguish different types of commercial inquiries • Willingness and ability to identify, document, and report adverse events or product complaints • Ability to handle calls, chats, and emails • Problem-solving ability • Ability to learn and navigate new systems and technologies quickly • Windows through current version • Microsoft Office tools • Basic computer and hardware proficiency • Ability to set up a remote workstation • Hardwired internet connection with minimum speeds of 15 Mbps upload and 15 Mbps download • Private, quiet office space free of interruption • Ability to sit for long periods of time

🏖️ Benefits

• 25% extra for night hours after 22:00 • Medical insurance • 50€ internet allowance • 22 days vacation • Company-provided equipment • 3 weeks of training • Home office / remote work in Portugal

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