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 Representative
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: (Maximum 10 points)
- Process customer orders, customer complaints, RCN, price maintenance request and perform others customer service tasks in accurate & timely manners.
- Handle enquiries and arrangement pertaining to delivery of orders to customers in a service oriented and professional manner.\
- 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.
- Co-operate with fellow CS Team members and covers for them in their absence.
- Support and participate in cross-functional projects & meetings when assigned.
- Escalate to Executive and Manager in a timely manner on operation issues.
- Perform other duties as assigned as and when required by the management
What Will Make You Successful:
Must-Have:
-
At least 2 years experience in Call center/ Order processing/ Customer service
Advantage to Have:
- Knowledge of customer services & call center operations
- Knowledge of company operations and procedures
- Customer service skills
- Interpersonal & Communication skills
- Follow up & follow through skills
- Meticulous to details
- 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.
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