Customer Support Specialist (English + German) - Remote, Spain

About the role

A Spanish-based, fully remote Customer Engagement/Commercial Specialist is sought to support one of the world's largest pharmaceutical companies. The specialist answers commercial (non-sales) enquiries about temperature and storage excursions, provides FAQs and on-label information, and identifies and triages medical information, adverse events and product quality complaints. The position is permanent and full-time, 100% remote, with a schedule of 40 hours per week, Monday to Friday, 9 AM to 6 PM CET, and possible North American shifts.

Key responsibilities

• Answer commercial inbound calls, chats and emails from patients, healthcare providers and vendors, and support wholesalers and distributors on ordering and logistics.
• Provide on-label information using standard content, FAQs and approved responses.
• Identify and triage medical information, and identify and report potential adverse events and product quality complaints.
• Document case notes in the CRM and liaise with third-party vendors.
• Assist with temperature excursion queries and give commercial status updates.
• Provide information on clinical trials and respond to press releases and company news.
• Handle outbound follow-ups and other duties as requested.

Required profile

• Fluent English and German (German is mandatory).
• Based in Spain with fully legal and valid work documentation.
• Customer service or related experience; 2-5 years of experience preferred, with pharma/biotech call centre or medical/commercial background preferred.
• Flexibility to train at different hours and to cover shifts across time zones.

Required skills

• Spoken and written English and German, with strong communication skills.
• Preferred: AWS Connect and Salesforce Health/Service Cloud, CRM systems, contact center tools (phone, email, chat).
• Preferred: knowledge of Windows and Microsoft Office, and comfort with laptops, desktops and printers.

What we offer

• Gross salary of 32,500 euros per year.
• Private health insurance and a monthly internet allowance.
• Full training and access to many e-learning courses.