Customer Experience Executive

3 weeks ago

Klang, Selangor, Malaysia Zuellig Pharma Full time

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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:

  • Assist the KAM (Key Account Management) Manager with the implementation of the customer service policies, projects & related works within Medical Device & Diagnostic department.
  • To ensure customer experience related Key Performance Index (KPI) and customer satisfaction is achieved.
  • This role includes managing patient monthly supply and delivery of their solution.

Expectations of the Role:

  • Process patient and customer complaints, RCN, price maintenance request and perform other customer experience tasks in accurate & timely manners.
  • Ensure timely calling patients for their monthly treatment regime and encoding of the orders in eZConsult and SAP.
  • Provide backup support to team members to ensure adequate coverage for daily operations.
  • Attend to any calls pertaining to patient and customer issues.
  • Handle tasks with agencies, supporting finance in rectifying invoice disputes.
  • Guide CE teams and ensure the team aligns/adheres to good customer experience practices and achieving CE KPI.
  • Ensure timely submission of weekly and monthly reports including KPI, Calls Service Monitoring Report, RCN Report, NSM Report, CRM Report.
  • Follow up & follow through patient complaints and work with relevant stakeholders to resolve issues within given timeframe.
  • Ensure adherence to Company's SOP, quality requirements such as ISO, GSDP, GDP, GDPMD, GMP, Code of Conduct, 5S and EHS policies.
  • Foster good working relationships with external & internal stakeholders such as customers, clients, Principal Service team, cross-functional teams via effective communication.
  • Support and participate in cross-functional projects & meetings when assigned.
  • Perform other duties as assigned as and when required by the management.

Attributes Required:

Must-Have:

  • Professional bachelor's degree in any related field.
  • 4-6 years of relevant experience.

Advantage to Have:

  • Experience in call center or customer service environment.

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.

How do your skills match this job?

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  • What's your expected monthly basic salary?
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