Specialist Customer Service

DKSH; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

DKSH in Malaysia is seeking a Specialist, Customer Service to ensure accurate order processing and a positive customer experience, handling calls, emails, and coordination with warehouses. You will own orders end-to-end and maintain proactive communication with customers throughout the process.

The role requires bilingual proficiency in Bahasa Malaysia and English, strong teamwork, and a customer-focused approach.

Qualifications

• Proficient in Bahasa Malaysia and English, both written and spoken.
• Open to candidates from any academic discipline or field.
• Strong team player with effective interpersonal and communication skills.
• Customer-focused with a professional and courteous approach, able to resolve on-ground issues.

Responsibilities

• Receive and process customer orders via call, email, and fax, including exchanges, returns, credit notes, and debit notes, ensuring accuracy and completeness at every step
• 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, particularly when order requests require clarification
• Follow up with the warehouse for order status updates and ensure customers receive timely and proactive communication throughout the process
• Coordinate with respective departments to obtain necessary approvals and facilitate credit release
• Take full ownership of customer orders and follow through to case closure, ensuring a seamless and satisfying customer experience
• Ensure all workflows adhere to established processes and SOPs to maintain service quality and compliance
• Contribute to achieving annual KPIs for the division and department
• Participate in and support bi-annual stock count activities
• Contribute actively to continuous improvement efforts and help drive operational excellence
• Administrative duties and coordination tasks as required

Skills

Bahasa Malaysia

English

Team player

Customer-focused

Adaptable

Job description

About The Role

The Specialist, Customer Service is a key member of DKSH's Healthcare Customer Care Service team, responsible for ensuring accurate and efficient order processing while delivering a consistently positive experience for customers and clients. This role is central to upholding DKSH's service standards through ownership, responsiveness, and a commitment to continuous improvement.

What You Will Deliver

• Receive and process customer orders via call, email, and fax, including exchanges, returns, credit notes, and debit notes, ensuring accuracy and completeness at every step
• 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, particularly when order requests require clarification
• Follow up with the warehouse for order status updates and ensure customers receive timely and proactive communication throughout the process
• Coordinate with respective departments to obtain necessary approvals and facilitate credit release
• Take full ownership of customer orders and follow through to case closure, ensuring a seamless and satisfying customer experience
• Ensure all workflows adhere to established processes and standard operating procedures to maintain service quality and compliance
• Contribute to achieving annual Key Performance Indicators (KPIs) set for the division and department
• Participate in and support bi-annual stock count activities
• Contribute actively to the department's continuous improvement efforts and help drive operational excellence
• Administrative duties and coordination tasks as required

What You Bring

• Open to candidates from any academic discipline or field
• Proficient in Bahasa Malaysia and English, both written and spoken, to support daily correspondence and professional communication with clients and customers
• Strong team player with effective interpersonal and communication skills, able to collaborate productively within a cohesive team environment
• Customer-focused with a professional and courteous approach, and the ability to think creatively to resolve on-ground issues effectively
• Adaptable and willing to support evolving business requirements, including automation initiatives, in alignment with customer service goals

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client and Customer Service.