Customer Support Specialist (English + German mandatory)
A
Alphanumeric SystemsPharma
Remote based in Spain, 100% remote from wherever you want in Spain, 9 AM to 6 PM CET, North America shift might be assigned (ends at 2 AM CET approximately)Full-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English, German (mandatory); French (nice to have)
- Experience
- 2-5 years of experience
- Required Skills
- Problem SolvingCustomer serviceMicrosoft OfficeStrategic thinking
Requirements
- Fluent in English (mandatory).
- Fluent in German (mandatory).
- Fluent in French (nice to have).
- Experience in Customer Service or related fields.
- Flexibility to have the training in different hours due to time zone differences.
- Bachelor in Business, Supply Chain or related fields is preferred.
- 2-5 years of experience in business, supply chain or related fields.
- Minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings (preferred).
- Prior experience in customer support (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, German, and French.
- Excellent written and verbal communication skills.
- 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.
Responsibilities
- Respond to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors.
- Provide customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers.
- Answer general inquiries from Consumers and/ or HCPs.
- Work with third third-party vendors to provide wholesale/distribution support to requesters.
- Navigate and provide assistance navigating commercial tools and sites.
- Assist with temperature excursion inquiries and updates.
- Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
- Responsible for documentation of case notes in the customer relationship management system (CRM).
- Identify and triage medical information inquiries to the appropriate department.
- Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.
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