Control Center Specialist – Customer Operations

World Courier (Malaysia) Sdn Bhd; Petaling Jaya; On-site; MYR 39,000 - 78,000; Full time

Job summary

Cencora, a global pharmaceutical solutions company, seeks a customer operations professional in Malaysia to support service delivery and ensure accurate, timely handling of requests. The role emphasizes adherence to procedures, data quality, and collaboration across internal teams and external contacts.

With 2+ years in customer operations or related fields, the candidate will manage queues, resolve issues, and maintain audit-ready records while escalating complex cases with clear problem

Qualifications

• High School Diploma/GED or equivalent experience required.
• 2+ years of experience in customer operations, customer support, service coordination, control center operations, or a related field.
• Certification in customer service, contact center operations, quality, or process improvement preferred.

Responsibilities

• Executes customer operations and service support activities in accordance with established procedures, service-level expectations, and quality standards.
• Coordinates and prioritizes an assigned queue of cases, requests, transactions, or service tasks to ensure timely completion and accurate handoffs.
• Reviews customer, transaction, or operational data to identify discrepancies, correct issues within authority, and document actions taken.
• Communicates with internal teams and approved external contacts to obtain missing information, clarify requirements, and resolve routine to moderately complex issues.
• Maintains complete, accurate, and audit-ready records in applicable systems to support traceability, compliance, and operational continuity.
• Uses standard reports, checklists, and basic analysis to monitor work, reconcile differences, and identify common error patterns.
• Escalates atypical or higher-complexity issues with a clear problem statement, relevant evidence, actions already taken, and recommended next steps.

Skills

Customer operations

Customer support

Service coordination

Control center operations

2+ years experience

Education

High School Diploma/GED

Customer service/quality/process improvement cert

Job description

Cencora, a global pharmaceutical solutions company, seeks a customer operations professional in Malaysia to support service delivery and ensure accurate, timely handling of requests. The role emphasizes adherence to procedures, data quality, and collaboration across internal teams and external contacts.

With 2+ years in customer operations or related fields, the candidate will manage queues, resolve issues, and maintain audit-ready records while escalating complex cases with clear problem