Join our dynamic team where innovation and care converge in a culture that values continuous learning, diversity and transformative career development. Underpinned by THRIVE with Zuellig Pharma, our commitment to transforming the way we grow, care and succeed together as one organization, we are dedicated to helping our people make a meaningful impact in healthcare.
Customer Experience Assistant (Invasive)
Malaysia
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.
Purpose of The Role:
- Assist the Principal & Customer Service Manager with the implementation of the customer service policies, projects & related works within Medical Device & Diagnostic department.
- To ensure customer service related Key Performance Index (KPI) and customer satisfaction is achieved
What You’ll Do:
- Process customer orders, customer complaints, RCN, price maintenance request and perform others customer service tasks in accurate & timely manners.
- Guide CS teams and ensure the team align/adhere to good customer service practices and achieving CS KPI.
- Ensure timely submission of weekly and monthly report including KPI, Calls Service Monitoring Report, RCN Report, NSM Report, CRM Report.
- Follow up & follow through customer complaints and work with relevant stakeholders to resolve issues within given timeframe.
- Ensure adherence to Company’s SOP, quality requirement such as ISO, GSDP, GDP, GDPMD, GMP, Code of Conduct, 5S and EHS policies.
- Foster good working relationships with external & internal stakeholders such as customers, clients, Principal Service team, cross-functional teams via effective communication.
- Support and participate in cross-functional projects & meetings when assigned.
- Perform other duties as assigned as and when required by the management.
What Will Make You Successful:
Must-Have:
- Min SPM with 1-3years experience in customer services & call center operation
Advantage to Have:
- Knowledge of company operations and procedures in Manufacturing/ Warehousing/ Distribution
- Customer service skills
- Leadership skills
- Interpersonal & Communication skills
- Follow up & follow through skills
- Passion to serve
What We Offer:
• 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.