Customer Service Specialist (ANZ)

An exciting Customer Service Specialist (ANZ) job has become available at a renowned pharmaceutical company here in Malaysia.

About the Customer Service Specialist (ANZ) Role:
In this business critical role, you will be responsible for the customer service engagements, delivering the highest quality service alongside several other teammates. You will also take the lead providing excellent customer service, queries and other duties as deemed fit by the organisation.

Key Responsibilities:

• Manage enquiries
• Answer calls in a courteous, professional manner with predefined answers/resources
• Handle queries from customers by providing balanced, accurate and non-promotional information
• Identify interaction containing either adverse events and/or product quality complaints and handle these in accordance with the appropriate procedures
• Accurately record all interaction into the required database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices
• Escalate all inquiries without predefined answers according to defined processes
• Manage other duties and special projects that are assigned by the management (experience related)
• Utilise computer technology to handle high call volumes
• Ensure optimal customer satisfaction
• Create, promote and maintain operational excellence
• Share effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes
• Maintain and enhance product and organisational knowledge
• Support organisational changes. Demonstrate flexibility in providing coverage and/or availability
• Integrate compliance into daily activities
• Comply with any corrective actions
• Cooperate with investigations, monitoring and audits

To succeed in this Customer Service (ANZ) position, you will need to have at least two to three years of work experience in call centre setting.

Key Requirements:

• Demonstrated mastery of written English and professional verbal skills in English
• Bachelor’s degree in healthcare profession (medical, pharmacy or Nursing) ideally with some industry experience and/or work in designated therapeutic area or similar role
• Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
• Good written skills to respond to customer queries succinctly, accurately, and objectively
• Demonstrated project time and self-management skills, resilience and the ability to handle short deadlines, multiple proprieties, being resilient whilst maintaining high standards
• Strong interpersonal skills and the ability to be flexible in varying environments and with multiple customer groups managing their expectations effectively
• Ability to assimilate and communicate large volumes of medical information
• Demonstrated high-level end-user computer skills (e.g., databases, word processing, tables and graphics, spreadsheets, presentations/PowerPoint, and templates)

This international healthcare company needs no introduction and is recognised as the leader in their field of medical expertise. They are very focused on developing and training their people to the highest standards.

If you are driven, determined and want to take the next step in your career, this is the role for you. Great progression opportunities await the right person in this exciting Customer Service Specialist (ANZ) position.

Apply today or email me at sashi.lim@robertwalters.com.my to discuss this new opportunity.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C