Customer Experience Assistant

Zuellig Pharma; Shah Alam; On-site; MYR 28,000 - 45,000; Full time

Benefits offered by this job

Inclusive environment

Diversity & Inclusion

Growth opportunities

Work-life balance

Total Rewards

Job summary

Zuellig Pharma Malaysia is seeking a Customer Service Associate to be the first point of contact for customers and clients, handling inquiries and feedback with professionalism.

You will log, investigate, and follow up on issues, perform transactions in SAP, and collaborate with cross-functional teams to ensure timely resolutions and satisfaction.

Join a multi-market healthcare leader committed to inclusion and growth, offering flexible career development and a supportive Total Rewards program.

Qualifications

• Experience in customer service environments.
• Strong communication and listening skills.
• Ability to resolve issues with a customer-first mindset.

Responsibilities

• Handle and manage customer enquiries, feedbacks and complaints to ensure customer satisfaction is achieved.
• Receive, log, investigate and follow up with complaint dockets to ensure targeted KPI is met with.
• Attend to ad hoc urgent matters to ensure requests are dealt with promptly and managed properly.
• Perform and process transactions in SAP accurately in a timely manner; churn out and prepare reports.
• Attend and participate in cross-functional discussions and meetings when needed.

Skills

Customer service

Communication

Problem solving

SAP

Tools

SAP

Job description

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

Act as the first contact point for customers and clients on general enquires and feedbacks to ensure the company goals on customer and client expectation and satisfaction are met with. Receive, handle and manage inquiries and feedbacks from customer and clients.

What You’ll Do

• Handle and manage customer enquiries, feedbacks and complaints to ensure customer satisfaction is achieved
• Receive, log, investigate and follow up with complaint dockets to ensure targeted KPI is met with
• Attend to ad hoc urgent matters to ensure the requests are dealt with promptly and managed properly
• Perform and process transactions in SAP accurately in a timely mannerChurn out and prepare reports on timely manner
• Attend and participate in cross-functional discussions and meetings when needed

What Will Make You Successful

• Build positive relationships with customers by understanding their needs, providing timely support, and delivering a consistently excellent customer experience.
• Take initiative, stay proactive in resolving customer concerns, and continuously look for opportunities to improve service quality and customer satisfaction.
• Communicate clearly and professionally, take ownership of customer issues, and work effectively to identify solutions while ensuring follow-through until resolution.

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.