Customer Service Specialist

Job Purpose / Objective 

Provide exceptional customer service in an e-pharmacy customer service centre by identifying customer needs and provide appropriate solutions, investigate and resolve customer complaints and disputes, and report the most common customer service inquiries, customer pain points, and trends. The Specialist will maintain customer service records in a timely manner, create customer service training materials and documentation, and ensure customer experience is optimized. 

Key Responsibilities / Accountabilities  

• Coordinate all activities of e-pharmacy customer service centre.
• Have a passion for customer service and ensure your team is providing exceptional customer service.
• Perform assigned duties in e-pharmacy customer service centre.
• Identify customer needs and provide appropriate solutions.
• Investigate and resolve customer complaints and disputes.
• Adhere to shift schedules, generate ideas and solutions to problems, promote a culture of innovation and teamwork, and cultivate good team working relationships.
• Report most common customer service inquiries, customer pain points, and trends.
• Suggest design modifications with the technical IT team based on the most common customer service inquiries and customer pain points.
• Update customer information in the customer relationship management (CRM) system.
• Maintain customer service records in a tedious and timely manner.
• Create customer service training materials and documentation.
• Meet performance targets of speed, efficiency, sales and quality.
• Ensure customer experience is optimized.
• Observe the daily run of customer service centres.
• Adhere to shift schedules during the normal workweek, weekends, and holidays and fulfil business needs as required i.e. planned and unplanned overtime, shift switching, etc.
• Generate ideas and solutions to problems and provide a positive attitude and input to team dynamics.
• Promote a culture of innovation and teamwork.
• Establish and cultivate good team working relationships.
• Coordinate and develop presentations and plans to transmit the messages and sell the ideas to internal and external key stakeholders.
• Ability and willingness to foster and initiate continuous improvement in systems and procedures.
• Size the existing customer market, as well as identify trends and relative positioning.
• Enrich patient experience with compassion, respect and dignity.
• Participate in, and lead person-cantered care initiatives undertaken by HMG.
• Perform other applicable task and duties assigned within the realm of his/her knowledge, skills and abilities.

Education/ Professional Qualification

• BS or MS degree in Computer Science, Information Systems, or Business Administration, Engineering, or any equivalent field.

Experience

• 1-2 years of experience in the Digital Technology or in retail industry in well-known e-commerce.

Professional Licensing / Certification / Training

• Certification or former training on health care industry or e-commerce domain know-how is a plus.