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 third-party vendors to provide wholesale/distribution support to requesters
- Navigates and provides assistance navigating commercial tools and sites.
- Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service.
- Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination).
- 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).
- Contract support, liaison, and represents the face of the client.
- Identifies and triages medical information inquiries to the appropriate department.
- Utilization of standard content (ie. on-label information).
- Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.
- Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.
- 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.
- Provide information on customer ordering status.
- Respond and complete other duties requested.
- Potential for rotational shifts and after-hours coverage as needed.
Benefits
- Private health insurance
- Monthly internet allowance
- Full training is provided
- Dozens of E-Learning courses are available
Work Arrangement
Remote (Country)
Additional Information
- Shifts: Monday to Friday 40H/week.
- Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required.
- The schedule is set from 9 AM to 6 PM CET.
- The North America shift might be assigned to this resource (if needed) and that shift ends at 2 AM CET (approximately).
- Employment: Permanent full-time, 100% remote from wherever you want in Portugal.
- Candidates must apply with CV in English.
- We can only hire people already based in Portugal with fully legal and valid documentation to work in the country.
- Training may occur in different hours due to time zone differences.
