Associate, Customer Success

Yayasan Sehatkan Negeri Indonesia; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A healthcare organization in Indonesia is seeking an Associate, Customer Success to enhance customer experience in their pharmacy chain. The ideal candidate will handle inquiries, process orders, and ensure customer satisfaction through professional communication. A diploma or bachelor's degree in Pharmacy is preferred, along with strong knowledge of medications and relevant customer service experience. This position plays a vital role in promoting trust and transparency in healthcare.

Qualifications

• Knowledge of drugs and their side effects is essential.
• Previous experience in customer service or healthcare is an advantage.
• Excellent communication skills to explain medical information clearly.

Responsibilities

• Handle customer inquiries through WhatsApp chat professionally.
• Provide accurate information on medications.
• Process medication orders and track their status.
• Monitor and update customers on order progress.
• Resolve customer complaints with a customer-first mindset.
• Escalate complex cases to the appropriate team.

Skills

Customer service experience

Knowledge of medications

Excellent communication skills

Problem-solving skills

Education

Diploma/Bachelor's degree in Pharmacy or Health Sciences

Job description

At Inofarma, we're on a mission to revolutionize healthcare in Indonesia. Our goal? To build the largest, innovative pharmacy chain that enhances the health and well‑being of communities across the nation. We're delivering accessible, affordable, and high‑quality medicines paired with expert pharmaceutical services, all while creating a brand that Indonesians trust and love.

As we take this ambitious journey of growing to 1,000 stores, we're looking for a dedicated and customer‑focused Associate, Customer Success to be the front line of our service—ensuring every interaction builds trust, delivers accurate information, and creates a seamless healthcare experience across our nationwide network. You will play a key role in handling customer inquiries, processing medication orders, resolving issues, and guiding customers with care so that every store operates with confidence and every customer feels supported.

Key Responsibilities

• Handle customer inquiries and requests through WhatsApp chat in a professional and empathetic manner.
• Provide accurate, clear, and reliable information on medications, including usage instructions, possible side effects, and drug interactions.
• Take and process medication orders, ensuring accuracy in entry and tracking order status until completion.
• Monitor and update customers regarding their order progress to ensure transparency and satisfaction.
• Resolve customer complaints effectively, maintaining a customer‑first mindset.
• Escalate complex or sensitive cases to the appropriate team or supervisor in a timely manner.
• Maintain accurate records of customer interactions and feedback to support continuous improvement.
• Collaborate with pharmacy, logistics, and operations teams to ensure high‑quality service delivery.

Qualifications

• Diploma/Bachelor's degree in Pharmacy, Health Sciences, or a related field (preferred).
• Strong knowledge of medications, usage, side effects, and drug interactions.
• Previous experience in customer service, pharmacy support, or healthcare is an advantage.
• Excellent communication skills (written and verbal), with the ability to explain medical information in simple and clear language.
• Strong problem‑solving skills and ability to stay calm under pressure.
• Detail‑oriented, reliable, and able to multitask in a fast‑paced environment.