Customer Support Specialist, English, German, French
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Job Description
Customer Engagement Specialist providing support for a leading Pharma company. Role involves managing inquiries via calls, chats, and emails in a remote setting from Spain.
Responsibilities:
- 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, French (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) and French (nice to have)
- 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
Benefits:
- Private health insurance
- Monthly internet allowance
- Full training provided
- Dozens of E-Learning courses available
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