Customer Support Specialist, English, German

Role Overview

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner
• Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers
• Answers general inquiries from Consumers and/or HCPs
• Works with third-party vendors to provide wholesale/distribution support to requesters
• Navigates and provides assistance navigating commercial tools and sites
• Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service
• Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination)
• Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs)
• Responsible for documentation of case notes in the customer relationship management system (CRM)
• Contract support, liaison, and represents the face of the client
• Identifies and triages medical information inquiries to the appropriate department
• Utilization of standard content (ie. on-label information)
• Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers
• Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints
• Provides information to HCOs/HCPs seeking to participate in Clinical Trials
• Responds to Press Releases and other company news utilizing appropriate responses
• Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary
• Provide information on customer ordering status
• Respond and complete other duties requested
• Potential for rotational shifts and after-hours coverage as needed

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 the training in different hours due to time zone differences
• 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
• Prior experience in customer support (ie. 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 (mandatory), as well as 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
• Comfortable with PC Hardware environment: Laptops, Desktop and Printers
• Experience with contact center telephony, email, and chat tool is preferred
• Knowledge of using client relationship management systems is preferred

Tech Stack

• AWS
• Cloud

Benefits

• Private health insurance
• Monthly internet allowance
• Full training provided
• Dozens of E-Learning courses available