Job Description

The purpose of the Japan Call Center Agent in KL (Kuala Lumpur, Malaysia) role is to answer calls and handle inquires/requests in a courteous, professional manner with predefined answers/resources ensuring high customer satisfaction.

• Enquiries Management

• Answer calls and handle inquires/requests in a courteous, professional manner with predefined answers/resources ensuring high customer satisfaction.
• Identify interactions containing adverse events and/or product quality complaints and handle these in accordance with applicable processes and procedures.
• Record all interactions into the required database. Documentation has to be concise, thorough, and accurate in accordance with Good Documentation Practices
• Escalate all inquiries without predefined answers according to defined processes.
• Other duties and special projects that are assigned by management (experience related)
• Utilize computer technology to handle high volume of enquires.
• Communicate with internal/external business partners and stakeholders.

• Create, Promote and Maintain Operational Excellence

• Share effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
• Maintain and improve Lilly product knowledge and material dispatch workflow.
• Support organizational changes. Demonstrate flexibility in providing coverage and/or availability.

• Compliance

• Ensure compliance in daily operations.
• Comply with any preventive and corrective actions.
• Cooperate for investigations, monitoring and audits.

Attractive remuneration package|Be part of a globally recognized organisation

• Business or fluent level in Japanese and business level in English (verbal and written)
• Bachelor\'s degree or equivalent
• Excellent active listening skills with effective verbal communication skills to respond to customers with a rational and empathetic manner.
• Proactive, analytical and pragmatic approach to problem solving.
• Good time management skills including the ability to work under pressure such as juggling short deadlines.
• Effective prioritization skills showing ability to be flexible whilst meeting customer needs and managing their expectations.
• Working experience in call center for pharmaceutical or healthcare industrial is preferred.

The purpose of the Japan Call Center Agent in KL (Kuala Lumpur, Malaysia) role is to answer calls and handle inquires/requests in a courteous, professional manner with predefined answers/resources ensuring high customer satisfaction.

• Attractive remuneration package
• Be part of a globally recognized organisation
• Enhance your Japanese language skills

Michael Page