Customer Support Specialist, English, German, French

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

📋 Description

• Handles inbound commercial calls, chats, and emails from patients, healthcare providers (HCPs), and vendors with professionalism and empathy.

• Offers customer support to wholesalers and/or distributors purchasing client products, including assistance with ordering, logistics, and contracted customers.

• Addresses general inquiries from consumers and/or HCPs.

• Collaborates with third-party vendors to provide wholesale/distribution support to requestors.

• Guides users through commercial tools and websites.

• Ensures that consumers or HCPs receive timely, comprehensive, and professional customer service by working with various sites/content.

• Assists with inquiries related to temperature excursions, including connecting to online tools and troubleshooting the origination of temperature excursions.

• Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).

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

• Acts as a contract support liaison and represents the client’s face.

• Identifies and directs medical information inquiries to the appropriate department.

• Utilizes standard content to provide on-label information.

• Employs standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.

• Identifies and manages the intake and reporting of potential Adverse Events and/or Product Quality Complaints.

• Provides information to healthcare organizations (HCOs) and HCPs interested in participating in Clinical Trials.

• Responds to press releases and other company announcements with appropriate responses.

• Conducts outbound communications to provide commercial status updates and follow-up interactions as necessary.

• Offers information on customer ordering status.

• Responds to and completes other assigned duties.

• May require rotational shifts and after-hours coverage as needed.

⛳️ Requirements

• Fluent in English, German, and French (mandatory).

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

• Experience in Customer Service or related fields is essential.

• Must be flexible to undergo training at different hours due to time zone variations.

• A Bachelor's degree in Business, Supply Chain, or related fields is preferred, along with 2-5 years of experience.

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

• Prior experience in customer support, including logistics and order to cash 3PL/Distributor coordination, is an advantage.

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

• Experience in a contact center is considered an asset.

• Strong proficiency in spoken and written English, German (mandatory), and French (preferred).

• Excellent written and verbal communication skills are required.

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

• Knowledge of operating systems, specifically Windows and Microsoft Office tools, is necessary.

• Comfortable working within a PC hardware environment, including laptops, desktops, and printers.

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

• Familiarity with client relationship management systems is preferred.

🏝️ Benefits

• Private health insurance provided.

• Monthly internet allowance available.

• Comprehensive training offered.

• Access to numerous E-Learning courses.