Customer Support Specialist

Company OverviewZuellig 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 chatDeliver accurate, timely, and effective resolutions to customer issues and requestsProcess customer orders, returns, and exchanges, and ensuring all transaction accuracy and completenessCollaborate with clients, customers and internal teams (e.g. warehouse, delivery) to resolve complex customer issues and provide timely updates to stakeholdersAccurately document customer interactions and feedback in CRM systemsIdentify, prioritize, and escalate urgent issues to appropriate internal channelsMonitor and maintain departmental service levels, ensuring response times and case resolutions meet or exceed KPIsEnsure compliance with ISO standards and internal proceduresRecommend process improvements to enhance customer experience and operational efficiencyPerform general administrative tasks such as data entry, document filling, and document retrievalRequirements (Must-Have):Diploma in Business Admin discipline.Proven experience in a customer service or client-facing roleProficient with CRM tools and standard office softwareAdvantageous to Have:Experience in healthcare, logistics, e-commerce, or regulated industriesFamiliarity with order management and ERP systemsPersonal Attributes:Excellent verbal and written communication skillsStrong critical-thinking and problem-solving abilities Highly organized with the ability to multitask and manage competing priorities effectivelyWhy Join Zuellig PharmaWe 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.