Customer Support Specialist (English and German)
New
A
AlphanumericPharma customer support
100% remote from wherever you want in Spain, Schedule is set from 9 AM to 6 PM CET; flexibility to work shifts and adapt to different time zones is required. North America shift may end at approximately 2 AM CET.Full-TimeJunior
Salary32,500 EUR per year
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluent in English and German (mandatory).
- Experience
- Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience. Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings.
- Required Skills
- Microsoft OfficeCustomer service
Requirements
- Fluent in English and German.
- Experience in customer service or a related field.
- Flexibility to attend training at different hours due to time zone differences.
- A Bachelor’s degree in Business, Supply Chain, or a related field is preferred, and/or 2–5 years of experience.
- Experience supporting pharma/biotech call centers or working in medical or commercial settings is preferred.
- Customer support experience, including logistics, order-to-cash, or 3PL/distributor coordination, is an asset.
- Experience with vaccine products in a Pharma/Biotech call center and prior contact center experience are preferred or assets.
- Experience with AWS Connect and Salesforce Health/Service Cloud is preferred.
- Knowledge of Windows and Microsoft Office tools.
- Experience with contact center telephony, email, chat tools, or CRM systems is preferred.
- Ability to handle calls, chats, and emails, problem-solve, learn new systems, and document and report potential adverse events or product complaints.
Responsibilities
- Respond to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors.
- Support wholesalers and distributors with product orders, logistics, and contracted-customer inquiries.
- Answer general inquiries from consumers and healthcare providers using client-approved content and FAQs.
- Assist with temperature excursion inquiries, online tools, and troubleshooting.
- Identify and report potential Adverse Events and Product Quality Complaints, documenting the intake accurately.
- Record case notes in the customer relationship management system.
- Identify medical information inquiries and triage them to the appropriate department.
- Provide clinical trial participation information and respond to company news inquiries using appropriate responses.
- Make outbound contacts to provide commercial status updates and follow-up as needed.
View Full Description & ApplyYou'll be redirected to the employer's site
