Customer Service Specialist (Pharmaceutical)

A leading organisation in the pharmaceutical sector is seeking a Customer Service Specialist to join their Vision Care business unit, based in Petaling Jaya. This role offers you the opportunity to make a meaningful impact by ensuring customers receive exceptional service and support throughout their journey.

What you'll do:

As a Customer Service Specialist – Pharmaceutical Sector based in Petaling Jaya, you will play a pivotal role in delivering outstanding service experiences for customers across multiple channels. Your day-to-day activities will involve managing orders from initial receipt through various platforms, ensuring accuracy in data entry for smooth delivery processes. You will act as the primary contact for customer queries, demonstrating empathy when handling complaints and collaborating with internal departments to resolve issues efficiently. By liaising with warehouse teams on returns or rejections and overseeing stock replenishment through billing cycles, you will contribute directly to operational excellence. Your commitment to compliance with SOPs and participation in distribution best practices will underpin your success in this role. Working closely with both internal colleagues and external partners ensures that every aspect of the customer journey is supported by your dependable approach.

• Respond promptly to customer orders received via phone, email, Whatsapp, or through the sales team, ensuring every interaction is handled with care and professionalism.
• Accurately enter customer orders into the system to facilitate timely delivery and maintain high standards of operational efficiency.
• Serve as the first point of contact for customer inquiries, addressing complaints with empathy and escalating complex issues to relevant departments when necessary.
• Collaborate closely with the sales team on routine operations related to customer needs, fostering strong interdepartmental relationships.
• Liaise with warehouse staff and customers regarding order rejections and returns, ensuring all processes are managed smoothly and transparently.
• Oversee stock replenishment through to billing in order to fulfil distributor purchase orders efficiently and accurately.
• Log customer complaints in the complaint management system, monitor progress towards closure, and ensure timely resolution for every case.
• Ensure strict compliance with Company Standard Operating Procedures (SOPs) and actively participate in Good Distribution Practice for Medical Devices (GDPMD).
• Work cooperatively with internal teams such as Sales, Supply Chain, and Finance Credit as well as external partners including customers, distributors, and third-party logistics providers.
• Undertake other ad-hoc tasks as assigned by management to support overall business objectives.

What you bring:

Your proven experience as a Customer Service Specialist – Pharmaceutical Sector will be evident through your educational background in business-related fields coupled with hands-on expertise gained over at least two years in similar roles. You bring not only technical proficiency but also interpersonal sensitivity that allows you to connect meaningfully with customers from varied backgrounds. Your fluency in English and Bahasa Malaysia ensures clear communication whether interacting internally or externally. Demonstrating resourcefulness under pressure while maintaining meticulous attention to detail sets you apart when managing complex order flows or complaint resolutions. Your ability to work independently yet collaboratively within cross-functional teams highlights your commitment to shared goals. Experience within banking or healthcare environments further enhances your understanding of regulatory standards relevant to this sector.

• Diploma in Business Administration, Marketing, Economics or a related field is required for this position.
• Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint is essential for daily operations.
• Fluency in both spoken and written English as well as Bahasa Malaysia enables effective communication across diverse stakeholders.
• A minimum of two years experience in a similar customer service or call centre role demonstrates your ability to thrive under pressure.
• Previous exposure within banking or healthcare industries is highly desirable for understanding sector-specific requirements.
• Exceptional communication skills allow you to listen attentively and respond empathetically to customer needs.
• Strong problem-solving abilities enable you to address challenges thoughtfully while maintaining customer satisfaction.
• Attention to detail ensures accuracy in order processing and complaint management systems.
• Resourcefulness combined with self-motivation supports independent work while meeting tight deadlines effectively.
• Ability to collaborate harmoniously with internal teams such as Sales, Supply Chain, Finance Credit as well as external partners like distributors.

What sets this company apart:

This organisation stands out within the pharmaceutical industry due to its unwavering commitment to quality service delivery and employee well-being. As part of their Vision Care business unit located in Petaling Jaya, you will benefit from an inclusive culture that prioritises teamwork, knowledge sharing, and continuous improvement. The company invests significantly in training opportunities so that every team member can develop new skills while advancing their career path. Flexible working arrangements are available where possible, supporting work-life balance without compromising professional growth. Employees enjoy access to generous pension contributions alongside comprehensive support networks designed for personal development. The leadership team fosters an environment where collaboration is encouraged across all levels—ensuring everyone feels valued regardless of background or experience. By joining this organisation, you become part of a network dedicated not only to delivering excellent products but also nurturing talent through supportive leadership practices.

What's next:

If you are passionate about providing exceptional service within the pharmaceutical sector and eager to grow your career among supportive colleagues—this is your chance!

Apply today by clicking on the link below; take the next step towards joining an inclusive team where your skills are truly appreciated.

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