German / French Customer Engagement & Commercial Specialist - Remote (based in Spain)

Alphanumeric Systems Canada Ltd; Palma de Mallorca; 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 service for a major Pharma client. This remote role requires fluency in English, German, and French, with a focus on customer support and problem-solving. Ideal candidates will have experience in customer service, particularly in pharma or biotech settings, and must be based in Spain. The position offers a competitive salary and benefits, including private health insurance and training opportunities.

Servicios

Private health insurance

Monthly internet allowance

Full training provided

Numerous E-Learning courses available

Formación

• Fluent in English, German, and French.
• Minimum of 2 years supporting pharma/biotech call centers.

Responsabilidades

• Respond to inbound calls, chats, and emails professionally.
• Support wholesalers/distributors with orders and inquiries.
• Identify and report AEs and PQCs accurately.

Conocimientos

Customer Service

Problem-Solving

Interpersonal Skills

Empathy

Listening Skills

Educación

Bachelor in Business

Herramientas

AWS Connect

Salesforce Health/Service Cloud

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 numerous E-Learning courses are available.

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; or 2-5 years of relevant experience.
2. Minimum of 2 years supporting pharma/biotech call centers and/or experience in medical or commercial settings is preferred.
3. Experience in customer support (logistics, order to cash, 3PL/distributor coordination) is an asset.
4. Prior 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 operating systems: Windows (current version) and Microsoft Office tools.
3. Comfortable with PC hardware: 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/distributors with orders, logistics, and customer inquiries.
3. Work with third-party vendors for wholesale/distribution support.
4. Assist customers in navigating commercial tools and sites.
5. Ensure prompt, complete, and professional service for consumers and HCPs.
6. Handle temperature excursion inquiries and troubleshooting.
7. Identify and report AEs and PQCs accurately.
8. Document case notes in CRM.
9. Support contract and represent the client professionally.
10. Triages medical inquiries to the appropriate department.
11. Use standard content and client-approved responses for on-label information.
12. Complete intake and reporting of AEs and PQCs.
13. Provide information on clinical trial participation.
14. Respond to press releases and company news appropriately.
15. Perform outbound calls for updates and follow-ups.
16. Provide order status information.
17. Perform other duties as needed, including rotational shifts and after-hours coverage.

Required Skills / Abilities :

1. Excellent interpersonal skills and relationship management.
2. Strong listening skills and empathy.
3. Ability to distinguish different types of inquiries.
4. Willingness to learn about adverse events and product complaints.
5. Handle all communication channels effectively.
6. Problem-solving skills.
7. Team-oriented with a customer service mindset.
8. Quick learner for new systems and technologies.

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