.Alphanumeric is hiring a trilingual (English + Arabic + Italian) Customer Engagement/Commercial Specialist (Remote based in Portugal) to work supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. Candidates will be chosen to deliver an optimized customer service experience in a personalized manner to answer inquiries relating to commercial (not sales), temperature, and storage excursion questions. This candidate will provide responses for FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department. The role includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation. Please be aware we can only hire people already based in Portugal with fully legal and valid documentation to work in the country (NIF, NISS and Title of Residency). Please apply with your CV in English. Conditions : Shifts : The standard shift is Monday to Friday 40H/week, however, due to the global reach of the company and the weekend difference for the Arabic markets, flexibility to work weekend shifts and adapt to different time zones is required. Employment : Permanent full-time, 100% remote from wherever you want in Portugal. Salary : Competitive and attractive salary level depending on your experience and fit with the role Benefits : Private health insurance + monthly internet allowance Full training is provided and dozens of E-Learning courses are available Mandatory Requirements: Fluent in English + Arabic + Italian Based in Portugal with fully legal and valid documentation to work in the country. Experience in Customer Service or related fields. Flexibility to have the training in different hours due to time zone differences. General Requirements: Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience. Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings. Prior experience in customer support (ie. logistics, order to cash 3PL/Distributor coordination) is an asset. Prior experience with vaccine products in a Pharma/Biotech call center preferred Previous contact center experience is an asset Strong proficiency with spoken and written English + Arabic + Italian, as well as excellent written and verbal communication skills. Technical Requirements: Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred. Knowledge of Operating systems: Windows through the current version and Microsoft Office tools. Comfortable with PC Hardware environment: Laptops, Desktop and Printers. Experience with contact center telephony, email, and chat tool is preferred
