Customer Experience Specialist - Order & Resolution

DKSH; Selangor; On-site; MYR 22,000 - 45,000; Full time

Job summary

DKSH Malaysia is seeking a Specialist, Customer Service to ensure accurate order processing and deliver a positive customer experience within Healthcare Customer Care Service. This role emphasizes ownership, responsiveness, and a commitment to continuous improvement.

You will handle orders via call, email, and fax, coordinate with the warehouse for status updates, address queries, and drive process improvements.

Qualifications

• Open to candidates from any academic discipline or field.
• Proficient in Bahasa Malaysia and English, both written and spoken.
• Strong team player with effective interpersonal and communication skills.
• Customer-focused with a professional and courteous approach.
• Adaptable and willing to support evolving business requirements.

Responsibilities

• Receive and process customer orders via call, email, and fax, including exchanges, returns, credit notes, and debit notes, ensuring accuracy and completeness.
• Accurately enter all order information into the system for timely and error-free processing.
• Conduct outbound calls to customers to address complaints, queries, and order confirmations.
• Follow up with the warehouse for order status updates and ensure timely communication.
• Coordinate with departments to obtain approvals and facilitate credit release.
• Take ownership of customer orders through to case closure.
• Ensure workflows adhere to SOPs to maintain service quality and compliance.
• Contribute to achieving annual KPIs for the division and department.
• Participate in bi-annual stock count activities.
• Contribute to continuous improvement initiatives and operational excellence.
• Administrative duties and coordination tasks as required.

Skills

Bahasa Malaysia

English proficiency

Teamwork

Communication

Customer service

Job description

DKSH Malaysia is seeking a Specialist, Customer Service to ensure accurate order processing and deliver a positive customer experience within Healthcare Customer Care Service. This role emphasizes ownership, responsiveness, and a commitment to continuous improvement.

You will handle orders via call, email, and fax, coordinate with the warehouse for status updates, address queries, and drive process improvements.