Customer Support Specialist

Zuellig Pharma; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading healthcare solutions company in Singapore is seeking a customer service representative. The role involves serving as the primary contact for inquiries, resolving issues, and collaborating with various internal teams. Ideal candidates should hold a diploma in Business Administration, have proven customer service experience, and possess excellent communication skills. This position offers opportunities for growth and a supportive work environment.

Benefits

Flexible work-life balance

Total Rewards program to support well-being

Qualifications

• Proven experience in a customer service or client-facing role.
• Familiarity with order management and ERP systems is advantageous.

Responsibilities

• Serve as the primary point contact for customer inquiries and feedback.
• Deliver accurate, timely, and effective resolutions to customer issues.
• Monitor and maintain departmental service levels to meet KPIs.

Skills

Customer service experience

Proficient with CRM tools

Excellent communication skills

Critical-thinking abilities

Organizational skills

Education

Diploma in Business Administration

Tools

CRM software

Office software

Job description

Company Overview

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.

Expectations of the Role

• Serve as the primary point contact for customer inquiries and feedback via phone, email, and chat
• Deliver accurate, timely, and effective resolutions to customer issues and requests
• Process customer orders, returns, and exchanges, and ensuring all transaction accuracy and completeness
• Collaborate with clients, customers and internal teams (e.g. warehouse, delivery) to resolve complex customer issues and provide timely updates to stakeholders
• Accurately document customer interactions and feedback in CRM systems
• Identify, prioritize, and escalate urgent issues to appropriate internal channels
• Monitor and maintain departmental service levels, ensuring response times and case resolutions meet or exceed KPIs
• Ensure compliance with ISO standards and internal procedures
• Recommend process improvements to enhance customer experience and operational efficiency
• Perform general administrative tasks such as data entry, document filling, and document retrieval

Requirements (Must-Have)

• Diploma in Business Admin discipline.
• Proven experience in a customer service or client-facing role
• Proficient with CRM tools and standard office software

Advantageous to Have

• Experience in healthcare, logistics, e-commerce, or regulated industries
• Familiarity with order management and ERP systems

Personal Attributes

• Excellent verbal and written communication skills
• Strong critical-thinking and problem-solving abilities
• Highly organized with the ability to multitask and manage competing priorities effectively

Why Join Zuellig Pharma

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.