Customer Care Executive

• Manage major complaints & critical requirements from customers.

• Proactively propose solutions and discuss with the Manager and relevant departments

• Synthesize, analyze, and report monthly trends of customer complaints

• Conduct field visits to customers as necessary

• Monitor and report on customer licensing status (GDP/GPP/Business License)

• Follow up on Modern Trade (MT) customer complaints until case closure

• Coordinate with Quality Management (QM) to investigate product quality complaints and ensure customer satisfaction

Education & Experience

• Education: Bachelor’s Degree in Pharmacy, Business Administration, or related fields. (Pharmacist background is a strong plus).

• Experience: At least 2-3 years of professional experience in Customer Care, Customer Service, or Sales Admin roles.

• Priority will be given to candidates with experience in the Pharmaceutical, Healthcare, or FMCG industries.

Professional Skills

• Industry Knowledge: Basic understanding of pharmaceutical regulations (GDP, GPP, GSP) and customer licensing requirements (Business certificates, Pharmacy practice certificates).

• Analytical Skills: Strong ability to synthesize data, identify trends in complaints, and prepare monthly analytical reports.

• English Proficiency: Good command of English (especially in reading/writing for system-based reporting and professional correspondence).

• Tools: Proficient in MS Office (Advanced Excel is a must: Pivot Tables, Vlookup, etc.). Experience with ERP/SAP or CRM systems is an advantage.

Key Competencies

• Problem-Solving: Proactive mindset with the ability to handle difficult situations and "think out of the box" to provide win-win solutions.

• Communication & Negotiation: Excellent interpersonal skills to work effectively with cross-functional departments (QM, Sales, Warehouse) and external partners (Modern Trade/Chains).

• Resilience: High level of patience and emotional intelligence (EQ) to handle major complaints and high-pressure situations.

• Attention to Detail: Meticulous and highly organized in managing documents and following up on cases until full resolution.