Job Description

At Dr Reddy's "Good Health Can't Wait"

Dr. Reddy’s in Spain is part of an established 40year pharma company with global success. Our team in Spain, based in Barcelona, is a trusted partner in the hospital sector, offering a diversified portfolio that includes oncology, antiviral, antiinfective, antihypertensive, antithrombotic, and immunosuppressive drugs. This is an exciting time to join an established, enthusiastic, experienced, innovative, growing team with a robust pipeline and expected to deliver multiple successful commercial product launches in the next 5 years. Passionate about people and transformative medicines? Deeply motivated by delivering good health. Come build our team together!

Diversity, Equity & Inclusion

At Dr Reddy’s, we are deeply committed to building a diverse, equitable and inclusive workplace where everyone belongs and is valued for their contributions to the team. We are most interested in finding the best candidate for the role and are open to exploring candidates with a less traditional background.

We are seeking a dedicated and empathetic Customer Service Specialist to join our dynamic team in Barcelona, Spain. In this role, you will be the voice of our organization, serving as a trusted liaison between our company and our valued customers. You will handle inquiries, resolve issues with precision and efficiency, and build meaningful relationships that drive customer satisfaction and loyalty. If you are passionate about delivering exceptional service and thrive in a collaborative, fast-paced environment, we would love to hear from you.

• Manage incoming calls, emails, and customer inquiries with professionalism and responsiveness
• Identify and assess customer needs to ensure satisfaction and deliver personalized solutions
• Handle customer complaints, requests, and concerns with empathy and efficiency; follow up to ensure complete resolution within established timeframes
• Build and maintain lasting customer relationships through open, transparent, and interactive communication
• Provide accurate, valid, and complete information using appropriate methods and tools
• Record and maintain detailed documentation of customer interactions, manage customer accounts, and organize records systematically
• Identify sales opportunities based on customer feedback and insights
• Process customer orders into relevant systems and monitor progress until satisfactory delivery
• Proactively identify potential issues and resolve them in advance to prevent customer dissatisfaction
• Comply with company policies regarding data protection, confidentiality, equal opportunities, and health and safety standards
• Effectively multitask by prioritizing customer requests and managing time efficiently in a dynamic environment
• Contribute to continuous improvement by sharing customer feedback and suggestions with the team

Qualifications

**Required Qualifications:**

• Bachelor's degree in any discipline
• Minimum 3 years of demonstrated customer service experience
• Advanced proficiency in English (written and oral)
• Native or fluent Spanish language skills (essential for this Barcelona-based position)
• Strong phone handling skills with excellent active listening abilities
• Exceptional written and oral communication skills
• Proven customer-oriented approach with the ability to adapt to different personalities and customer needs
• Proficiency with CRM systems, SAP, and Windows-based applications
• Strong problem-solving and conflict resolution skills
• Excellent time management and organizational skills with the ability to multitask effectively
• High integrity and commitment to maintaining confidentiality and protecting private information
• Patience, emotional intelligence, and empathetic approach in customer interactions
• Attention to detail and accuracy in data entry and documentation
• Ability to work efficiently in a dynamic, goal-oriented environment

**Preferred Qualifications:**

• Customer service experience within a specific industry (pharmaceutical, healthcare, technology, or similar)
• Direct experience working with end-users or patients
• Familiarity with additional CRM platforms or customer management tools
• Certification in customer service excellence or a related field

Additional Information

Benefits Offered

At Dr Reddy’s we actively help to catalyse your career growth and professional development through personalised learning programs.

The benefits you will enjoy at Dr Reddy’s are on par with the best industry standards.

Our Work Culture

Ask any employee at Dr Reddy’s why they come to work every day and they’ll say, because Good Health Can’t Wait. This is our credo as well as the guiding principle behind all our actions. We see healthcare solutions not only as scientific formulations, but as a means to help patients lead healthier lives, and we’re always attuned to the new and the next to empower people to stay fit. And to do this, we foster a culture of empathy and dynamism. People are at the core of our journey over the last few decades. They have been supported by an enabling environment that buoys individual ability while fostering teamwork and shared success. We believe that when people with diverse skills are bound together by a common purpose and value system, they can make magic.