Customer Support Specialist (English + German speaking) - Temporary Contract (until December 31[...]

Alphanumeric Systems; España; A distancia; EUR 30.000 - 50.000; A tiempo parcial

Descripción de la vacante

A leading pharma support company is seeking a Customer Engagement/Commercial Specialist to provide remote customer service from Spain. The ideal candidate should be fluent in English and German, have customer service experience, and strong interpersonal skills. Responsibilities include responding to inquiries, providing commercial support, and handling potential adverse events. The position is temporary until December 31st with competitive salary and benefits including private health insurance.

Servicios

Private health insurance

Monthly internet allowance

Formación

• Fluent in English and German (mandatory).
• Experience in Customer Service or related fields.
• Flexibility for training in different time zones.

Responsabilidades

• Respond to inbound calls, chats, and emails professionally.
• Provide customer support for wholesalers and distributors.
• Identify and triage medical inquiries to the appropriate department.

Conocimientos

Fluent in English & German

Customer service experience

Strong interpersonal skills

Educación

Bachelor in Business, Supply Chain or related fields

Herramientas

Amazon Web Services (AWS) Connect

Salesforce Health/Service Cloud

Descripción del empleo

Overview

Alphanumeric is hiring a (English/German speaking) Customer Engagement/Commercial Specialist (Remote based in Spain) to work supporting one of the biggest Pharma companies in the world. We are seeking candidates with a passion for customer service who can problem-solve with a focus on strategic thinking.

Candidates will deliver an optimized, personalized customer service experience to answer inquiries relating to commercial (not sales), temperature, and storage excursion questions. They will provide responses for FAQs and general on-label information and identify medical information inquiries to triage to the appropriate department. The role includes identifying potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation.

Note: We can only hire people already based in Spain with fully legal and valid documentation to work in the country. Please apply with your CV in English.

Conditions

• Shifts: Monday to Friday 40H/week. Flexibility to work shifts and adapt to different time zones is required due to the global reach of the company.
• Contract: Temporary position (due to an employee’s personal leave) until December 31st (or until the employee returns) - 100% remote.
• Salary: Competitive and attractive salary.
• Benefits: Private health insurance + monthly internet allowance
• Full training is provided and access to dozens of E-Learning courses

Mandatory Requirements

• Fluent in English & German (mandatory).
• Based in Spain with fully legal and valid documentation to work in the country.
• Experience in Customer Service or related fields.
• Flexibility to have training in different hours due to time zone differences.

General Requirements

• Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience.
• Preference for individuals with a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings.
• Prior experience in customer support (e.g., 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 excellent written and verbal communication skills.

Technical Requirements

• Experience with Amazon Web Services (AWS) Connect & Salesforce Health/Service Cloud is preferred.
• Knowledge of operating systems: Windows (current version) and Microsoft Office tools.
• Comfortable with PC hardware environment: laptops, desktops, and printers.
• Experience with contact center telephony, email, and chat tools is preferred.
• Knowledge of using client relationship management systems is preferred.

Key Responsibilities

• Respond to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner.
• Provide customer support to wholesalers and/or distributors who purchase client products, including ordering, logistics, and contracted customers.
• Answer general inquiries from Consumers and/or HCPs.
• Work with third-party vendors to provide wholesale/distribution support to requesters.
• Navigate and assist users in navigating commercial tools and sites.
• Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service.
• Assist with temperature excursion inquiries and updates (e.g., connection to the online tool, troubleshooting temperature excursion origination).
• Identify and report potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
• Document case notes in the customer relationship management system (CRM).
• Provide contract support and act as a liaison; represent the client in interactions.
• Identify and triage medical information inquiries to the appropriate department.
• Use standard content (on-label information) and FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.
• Identify and complete intake and reporting of potential AEs and PQCs.
• Provide information to HCOs/HCPs seeking to participate in Clinical Trials.
• Respond to press releases and other company news with appropriate responses.
• Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.
• Provide information on customer ordering status.
• Respond to and complete other duties as requested.
• Potential for rotational shifts and after-hours coverage as needed.

Required Skills/Abilities

• Excellent interpersonal skills and the ability to develop and maintain relationships with key stakeholders via call, chat, or email.
• Strong listening skills with empathy for the caller.
• Ability to differentiate and answer various commercial inquiries.
• Willingness to learn to identify adverse events or product complaints and to document and report them.
• Ability to handle all channels of work: calls, chats, or emails.
• Demonstrated problem-solving ability.
• A dedicated team player with a customer service approach and a solution-oriented mindset.
• Ability to learn and navigate new systems and technologies quickly.