Customer Service - Level 1 Agent (English & German Speaking) - Remote

Overview

This role involves providing essential customer service support for a global pharmaceutical company, focusing on technical and operational support that directly impacts patient care.

In Short

• First point of contact for inquiries via phone, email, web, and chat.
• Triage and prioritize incoming requests based on clinical risk.
• Directly resolve common issues and escalate complex cases.
• Maintain high standards of customer service.
• Log cases accurately in a ticketing system (ServiceNow).
• Provision user requests and manage training invites.
• Monitor cases and ensure follow-up until resolution.
• Support pharma and vaccine-related systems.
• Act as a Subject Matter Expert for medication-related systems.
• Adhere to established performance indicators.

Requirements

• Fluent in English and German (written and spoken).
• Strong communication and customer service skills.
• Ability to multitask under pressure.
• Previous helpdesk or service desk experience preferred.
• Comfortable with technology and quick learner.
• Proficiency in ServiceNow or similar systems is a plus.
• Must have a reliable internet connection.
• Private and quiet office space for professional calls.
• Flexibility to support rotating shifts.
• High level of integrity when handling sensitive information.

Benefits

• Fully remote position from anywhere in Poland.
• Permanent contract.
• Flexible working hours, 40 hours per week.
• Internet allowance.
• Private health insurance.
• Full training and access to E-Learning courses.