Bilingual Customer Service Specialist – English/French

• 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

• 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

• 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