German/French Customer Engagement & Commercial Specialist - Remote (Based In Spain)

buscojobs España; Badajoz; A distancia; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading company is seeking a trilingual Customer Engagement Specialist to provide exceptional customer service for a major Pharma client. The role is fully remote within Spain and requires fluency in English, French, and German, along with a strong background in customer service. Candidates should be ready to handle inquiries, document cases, and support logistics while working flexible hours. Comprehensive training and benefits are included.

Servicios

Private health insurance

Monthly internet allowance

Full training provided

Access to E-Learning courses

Formación

• Fluent in English, German, and French.
• Experience in Customer Service or related fields.
• Preference for individuals with at least 2 years supporting pharma / biotech.

Responsabilidades

• Respond to inbound calls, chats, and emails professionally.
• Coordinate with third-party vendors for support.
• Document case notes in the CRM system.

Conocimientos

Customer Service

Problem Solving

Interpersonal Skills

Empathy

Listening Skills

Educación

Bachelor in Business

Supply Chain

Herramientas

AWS Connect

Salesforce Health

Microsoft Office

Descripción del empleo

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

Candidates will be chosen to deliver an optimized customer service experience in a personalized manner to answer inquiries relating to commercial (not sales), temperature, and storage excursion questions.

This candidate will provide responses for FAQs and general on-label information and will also be able to identify medical information inquiries and triage them to the appropriate department.

The role includes being able to identify potential Adverse Events (AEs) and potential Product Quality Complaints (PQCs) with concise and accurate documentation.

Please be aware 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 :

1. Shifts : Monday to Friday 40H / week. Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required.
2. Employment : Permanent full-time, 100% remote from anywhere in Spain.
3. Salary : Competitive and attractive salary.
4. Benefits : Private health insurance + monthly internet allowance
5. Full training is provided and access to numerous E-Learning courses.

Mandatory Requirements :

1. Fluent in English, German, and French.
2. Based in Spain with fully legal and valid documentation to work in the country.
3. Experience in Customer Service or related fields.
4. Flexibility to participate in training at different hours due to time zone differences.

General Requirements :

1. Bachelor in Business, Supply Chain or related fields is preferred and/or 2-5 years of experience.
2. Preference for individuals with at least 2 years supporting pharma / biotech call centers and/or experience in medical or commercial settings.
3. Prior experience in customer support (e.g., logistics, order to cash, 3PL / Distributor coordination) is an asset.
4. Experience with vaccine products in a Pharma / Biotech call center is preferred.
5. Previous contact center experience is an asset.
6. Strong proficiency in spoken and written English, German, and French, with excellent communication skills.

Technical Requirements :

1. Experience with AWS Connect & Salesforce Health / Service Cloud is preferred.
2. Knowledge of Windows OS and Microsoft Office tools.
3. Comfortable with PC hardware environment: Laptops, Desktops, Printers.
4. Experience with contact center telephony, email, and chat tools is preferred.
5. Knowledge of CRM systems is preferred.

Key Attributes and Responsibilities :

1. Respond to inbound calls, chats, and emails professionally and empathetically.
2. Support wholesalers and distributors with ordering, logistics, and contracted customer support.
3. Answer general inquiries from consumers and healthcare professionals.
4. Coordinate with third-party vendors for wholesale/distribution support.
5. Assist users in navigating commercial tools and websites.
6. Ensure prompt, complete, and professional customer service across various platforms.
7. Handle temperature excursion inquiries and troubleshooting.
8. Identify and report potential adverse events and product quality complaints.
9. Document case notes in the CRM system.
10. Support contract processes and act as a representative of the client.
11. Triages medical inquiries to the appropriate department.
12. Use standard content, FAQs, and product monographs to provide accurate information.
13. Complete intake and reporting of adverse events and PQCs.
14. Provide information on clinical trial participation.
15. Respond to press releases and company news appropriately.
16. Make outbound contacts for status updates and follow-ups.
17. Provide updates on customer orders.
18. Perform other duties as assigned, including rotational shifts and after-hours coverage.

Required Skills / Abilities :

1. Excellent interpersonal skills and ability to build relationships via call, chat, or email.
2. Strong listening skills with empathy.
3. Ability to understand and differentiate various types of inquiries.
4. Willingness to learn to identify and report adverse events and product complaints.
5. Proficiency in managing multiple channels: calls, chats, emails.
6. Problem-solving skills.
7. Team-oriented, customer-focused, and solution-driven mindset.
8. Quick learner of new systems and technologies.