Customer Service Agent

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.

Purpose of the Role

The Customer Service Associate is responsible for delivering excellent customer support through phone, email, and other approved communication channels. The role ensures accurate and timely order processing, resolution of customer concerns, and maintenance of high service quality standards while supporting business operations and enhancing customer satisfaction.

What Youll Do

• Respond to inbound customer calls and email inquiries professionally and within agreed service levels.
• Handle customer concerns related to orders, deliveries, product information, billing, and account-related requests.
• Make outbound calls as needed for follow-ups, confirmations, and customer updates.
• Process customer orders received through email, phone, and other approved channels accurately and efficiently.
• Review and verify order details to ensure completeness, pricing accuracy, and compliance with company requirements.
• Process order amendments, cancellations, returns, and other order-related requests.
• Maintain accurate customer and transaction records while adhering to data privacy and security standards.
• Investigate and resolve order discrepancies, billing concerns, and service-related issues.
• Collaborate with internal stakeholders to ensure timely resolution of customer concerns and escalations.
• Consistently achieve quality, productivity, and accuracy targets while delivering a positive customer experience.

What Will Make You Successful

Must-Have

• Bachelors Degree or Diploma in Business Administration, Finance, Accounting, or a related field.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficiency in Microsoft Office applications.
• Strong attention to detail with the ability to maintain accuracy in data entry and transaction processing.

Advantage to Have

• Experience in customer service, order management, shared services, or contact center operations.
• Finance or accounting background with exposure to invoice verification, billing, or financial transaction processing.
• Experience managing customer inquiries through both phone and email channels.
• Familiarity with SAP, ERP, or web-based order management systems.
• Strong analytical and problem-solving skills.
• Experience handling order processing, returns, cancellations, and adjustments.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven track record of maintaining high accuracy and low error rates in transactional activities.

What We Offer

• 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.

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