Customer Service Agent – Order Management

About the role

Zuellig Pharma is seeking a Customer Service Agent to handle inbound and outbound communications, manage email enquiries and process orders for its extensive network of medical facilities. The role focuses on delivering accurate information, resolving issues on first contact and ensuring smooth order fulfilment.

Key responsibilities

• Answer inbound calls and respond to customer questions, concerns and requests professionally.
• Manage email enquiries, providing timely and accurate responses in line with SLAs.
• Process customer orders received via phone, email or approved channels, ensuring completeness and accuracy.
• Handle order cancellations, amendments, returns and adjustments.
• Perform quality verification checks on orders for pricing, compliance and data accuracy.
• Investigate and resolve billing issues, order discrepancies and other customer concerns.
• Escalate complex cases to supervisors or relevant departments following SOPs.
• Document all interactions and close enquiries within required timelines.

Required profile

• Diploma or degree in Finance, Accounting, Business Administration or a related field (preferred).
• Background in finance or accounting, especially invoice verification or billing, is an advantage.
• Experience in customer service, email order management or shared‑services operations.
• Strong analytical abilities, exceptional attention to detail and high accuracy in data entry.
• Excellent written and verbal communication skills.

Required skills

• Proficiency in Microsoft Office applications.
• Experience using SAP or other web‑based order management systems.