Specialist, Customer Care (West/Company Transport Provided)

About the Role

The Specialist, Customer Care is responsible for managing complaint and delivery rejection cases with a focus on delivering seamless, high-quality service to DKSH Healthcare's customers and clients. This role is central to upholding customer satisfaction through timely resolution, thorough investigation, and proactive communication across all case interactions.

What You Will Deliver

• Handle complaint and delivery rejection cases in a seamless and frictionless manner, ensuring timely acknowledgement and tracking reference numbers are issued to customers and clients
• Respond to complaints across various channels within 4 hours, maintaining clear and progressive communication with customers and clients until each case is fully resolved
• Investigate complaints and delivery rejection cases to identify root causes, and implement corrections, corrective actions, and preventive measures
• Analyze data to identify the root of problems and collaborate with relevant stakeholders to resolve issues effectively, regardless of scale
• Track and monitor cases to ensure closure within five working days, escalating to higher management when responses from process owners are not received within defined timeframes
• Ensure accurate recording, classification, acknowledgement, and follow-up actions for all complaint and delivery rejection cases in accordance with relevant policies and procedures
• Establish and maintain strong working relationships with clients and customers to support service continuity and trust
• Prepare and maintain daily and monthly performance reports to support business visibility and review meetings
• Administrative duties and coordination tasks as required

What You Bring

• Diploma or certificate in any discipline
• Minimum 1 to 2 years of experience in a similar customer care or customer service role
• Demonstrated knowledge of customer service principles and practices
• Proficiency in Customer Relationship Management (CRM) tools and SAP
• Proven experience in call center or customer service environments
• Strong multitasking and workload prioritization abilities
• High attention to detail, follow-through, and accuracy in case management
• Proficiency in Microsoft Office tools including Excel, Word, and PowerPoint
• Fluency in English, both written and spoken; proficiency in local language is an advantage
• Demonstrated sensitivity and respect for cultural differences, particularly in cross-country and cross-cultural interactions
• Ability to handle sensitive and confidential information with integrity and discretion

Why Join DKSH

At DKSH, we help companies grow in Asia and enable people to perform at their best. You will be part of an organization that values accountability, collaboration, and long-term partnerships. We offer a dynamic environment where your contributions are visible and where you can build a meaningful career in Client and Customer Services.