Customer Service Specialist (Customer Care)
Company Overview
Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.
The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.
Expectations of the Role:
- Serve as the first point of contact for customer inquiries and feedback via phone, email, and chat.
- Provide accurate, timely, and effective solutions to customer requests and issues.
- Process orders, returns, and exchanges, ensuring all transactions are completed accurately.
- Collaborate with clients, customers and internal departments (e.g., Warehouse, Delivery teams) to resolve complex issues and provide timely updates to stakeholders.
- Document customer interactions and feedback using CRM systems.
- Identify and escalate priority issues to the appropriate channels.
- Monitor and maintain departmental service levels, ensuring response times and case resolutions meet or exceed established targets.
- Ensure strict adherence and compliance with ISO procedures.
- Contribute to process improvements to enhance the overall customer experience.
- Provide administrative support as needed, including filing, data entry, document retrieval, and other ad hoc duties to support departmental operations.
Requirements (Must-Have):
- Minimum Diploma in Business Admin or a related discipline.
- Proven experience in a customer service or client-facing role.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Proficient in using CRM systems and basic office applications.
- Demonstrate patience, a positive attitude, and a strong commitment to customer service.
- Ability to multitask and remain well-organized in a fast-paced environment.
Advantageous to Have:
- Experience in healthcare, logistics, e-commerce, or other regulated industries will be an advantage.
- Familiarity with order management and ERP systems is preferred.
Why Join Zuellig Pharma
We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success. We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly. As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities. Our Total Rewards program is designed to support your overall well-being in every aspect.