Title:  Specialist Customer Service

Job Summary

• Receive and process call, email and fax orders, as well as exchange, returns, credit note and debit notes.
• To support any other business requirements requested by DKSH or the client from time to time in line with Customer Service.
• To support automation

General Responsibilities

• Accurately enter all order information into the system for processing.
• Follow-up with warehouse for order status.
• Doing outbound calls to customers for various communications, especially complaints/queries/confirm orders if the order request is unclear.
• Follow-up with respective department for approvals and credit release.
• To assist in the bi-annual stock count activities.
• To achieve all yearly KPI set for the division/department.
• To help achieve the department’s objectives and to be a part of the department’s continuous improvement efforts.
• To take ownership on customer orders and closely follow-up till closure of case.
• To undertake other responsibilities and duties assigned by the Team Leader from time to time.
• To ensure all workflow follows set process.
• To be able to read and write in Malay and English, as some daily correspondence and language skills are needed to communicate with clients and customers.
• To work as part of a cohesive team and to communicate well within the team.
• To be polite and courteous and have the ability to think out of the box in terms of on-ground problem solving in order to help the customer better. 

Functional Skills and Knowledge

• Strong communication and interpersonal skills with a patient-centric approach
• Ability to handle sensitive and confidential information with discretion
• Good problem-solving skills and the ability to manage difficult situations calmly
• Familiarity with healthcare systems (e.g., EMR, hospital management systems) is an advantage
• Proficiency in Microsoft Office and CRM tools
• Ability to multitask in a fast-paced, high-pressure environment
• Experience with medical terminology and healthcare procedures
• Knowledge of insurance claims, billing processes, or patient coordination
• Multilingual abilities (especially relevant for diverse patient populations)
• Experience in outpatient, inpatient, or call center healthcare settings

Education