Customer Support Specialist, English, German

This is a fully remote position, open to applicants in Spain.

📋 Description

• Handle inbound calls, chats, and emails from patients, healthcare providers, and vendors in a commercial setting.

• Offer customer support to wholesalers and distributors concerning orders, logistics, and contracted customers.

• Address general inquiries from consumers and healthcare professionals.

• Collaborate with third-party vendors to deliver wholesale and distribution assistance.

• Guide users in navigating commercial tools and websites.

• Ensure consumers and healthcare professionals receive timely, thorough, and professional customer service.

• Assist with inquiries regarding temperature excursions, online tool connections, and troubleshooting.

• Identify and report potential Adverse Events and Product Quality Complaints.

• Document case notes within the customer relationship management system.

• Provide contract support and act as a liaison and representative for clients.

• Identify and direct medical information inquiries to the appropriate departments.

• Utilize standard content, FAQs, product monographs, and client-approved responses to deliver non-scripted, on-label information.

• Intake and report potential Adverse Events and Product Quality Complaints.

• Supply information to healthcare organizations and professionals interested in clinical trial participation.

• Respond to press releases and company news with appropriate replies.

• Conduct outbound contacts for commercial status updates and follow-up communications.

• Provide updates on customer ordering status.

• Complete additional assigned tasks.

• May be required to provide rotational shift and after-hours coverage.

⛳️ Requirements

• Proficient in both English and German (German is essential).

• Must reside in Spain with valid legal documentation to work in the country.

• Background in Customer Service or related areas is necessary.

• Willingness to undergo training at varying hours to accommodate time zone differences.

• A Bachelor’s degree in Business, Supply Chain, or related fields is preferred.

• Experience of 2–5 years may serve as a substitute for the general preferred qualification.

• At least 2 years of experience in supporting pharma/biotech call centers and/or in medical or commercial environments is preferred.

• Prior experience in customer support, such as logistics, order to cash, or 3PL/Distributor coordination, is advantageous.

• Experience with vaccine products in a Pharma/Biotech call center is preferred.

• Previous experience in a contact center is considered an asset.

• Strong spoken and written proficiency in both English and German.

• Familiarity with AWS Connect and Salesforce Health/Service Cloud is preferred.

• Knowledge of Windows and Microsoft Office tools is essential.

• Comfortable using laptops, desktops, and printers.

• Experience with contact center telephony, email, and chat tools is favored.

• Familiarity with customer relationship management systems is preferred.

• Excellent interpersonal, listening, written, and verbal communication skills.

• Ability to identify and document adverse events and product complaints.

• Capable of managing calls, chats, and emails efficiently.

• Proven problem-solving skills.

• Ability to quickly learn and navigate new systems and technologies.

🏝️ Benefits

• Private health insurance.

• Monthly internet allowance.

• Comprehensive training is provided.

• Access to numerous E-Learning courses.

• 100% remote work from anywhere in Spain.