Customer Support Executive

3 days ago

Seremban, Malaysia Alpro Pharmacy Sdn Bhd Full time

Key Responsibilities:

- Handle customer feedback, inquiries, and complaints promptly, professionally, and empathetically in accordance with service SOPs and KPIs.
- Coordinate with internal teams such as outlet staff, doctors, and pharmacists to ensure timely and effective resolution of customer issues.
- Monitor, track, and complete tasks using internal reporting and ticketing systems.
- Manage sensitive cases with care, including prescription-related issues, product quality concerns, and dissatisfaction with healthcare services.
- Participate in service audits, quality improvement projects, and customer satisfaction initiatives.
- Maintain accurate and complete customer service records; escalate complex or unresolved cases to the management team.
- Contribute to the development and updating of SOPs, training materials, and service guidelines.
- Ensure strict confidentiality of customer data and comply with all healthcare and pharmacy regulations.
- Willing to work on a rotational shift, including weekends, public holidays, or remotely when necessary.
- Skills Required (Must have skill for the role)
- Strong verbal and written communication skills to engage with customers clearly, empathetically, and professionally。
- Multitasking ability, with strong time management and organizational skills.
- Problem-solving and critical thinking skills to assess situations and provide appropriate resolutions
- High attention to detail when handling customer requests, documentation, and data entry.
- Emotional intelligence to handle difficult conversations with calmness, empathy, and respect. Active listening skills to fully understand customer concerns before responding or escalating.
- Customer-first mindset with a passion for delivering quality service. Adaptability and flexibility, especially in fast-paced and high-pressure environments.
- Ability to follow SOPs and compliance protocols consistently and accurately.
- Team collaboration skills, with the willingness to support peers and share knowledge.

Pay: RM2,000.00 - RM3,000.00 per month

Work Location: In person

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