Customer Support Specialist, English, German

📋 Description

• Provides support for one of the largest pharmaceutical companies globally.

• Ensures an enhanced customer service experience tailored to individual needs.

• Addresses inquiries related to commercial topics (excluding sales), temperature considerations, and storage excursions.

• Supplies answers for frequently asked questions and general on-label information.

• Recognizes medical information inquiries and directs them to the appropriate department.

• Identifies potential Adverse Events (AEs) and Product Quality Complaints (PQCs) with precise and thorough documentation.

• Responds to inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a courteous and empathetic manner.

• Offers customer support to wholesalers and/or distributors purchasing client products, including order processing, logistics, and contract management.

• Collaborates with third-party vendors to deliver wholesale/distribution support to requesters.

• Assists in navigating and utilizing commercial tools and websites.

• Aids with inquiries regarding temperature excursions and provides updates.

• Responsible for documenting case notes in the customer relationship management system (CRM).

⛳️ Requirements

• Proficient in English and German (mandatory).

• Fluency in French is a plus.

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

• Background in Customer Service or related fields is essential.

• Flexibility to undergo training at varying hours due to time zone differences.

• A Bachelor’s degree in Business, Supply Chain, or related fields is preferred, alongside 2-5 years of relevant experience.

• Preference for candidates with at least 2 years of experience in supporting pharma/biotech call centers and/or in medical or commercial environments.

• Previous experience in customer support (e.g., logistics, order to cash 3PL/Distributor coordination) is advantageous.

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

• Experience in a contact center environment is an asset.

• Strong command of spoken and written English and German (mandatory), with French as a bonus.

• Excellent verbal and written communication skills.

• Familiarity with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred.

• Proficient in operating systems: Windows (latest version) and Microsoft Office tools.

• Comfortable working with PC hardware, including laptops, desktops, and printers.

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

• Knowledge of client relationship management systems is preferred.

🏝️ Benefits

• Private health insurance.

• Monthly internet allowance.

• Comprehensive training is provided.

• Access to numerous E-Learning courses.