Customer Support Specialist – Selangor

mClinica is a fast-growing, venture backed, impact-driven technology organization whose mission is to build connect the world’s pharmacies and  improve market efficiencies and health outcomes for hundreds of millions of people across Asia. We are a team of over 100 smart and driven people and operate across southeast Asia. Today, we connect over 150,000 pharmacy professionals, 40,000 pharmacies and reach more than 100 million patients every month through our network.  We work with the worlds’ leading pharmaceutical companies as well as NGOs and governments all of whom access our networks.         

mClinica is hiring for a Customer Support Specialist to serve our clients in Southeast Asia and support our growth regionally and globally. We are looking for a highly ambitious, dynamic individual who has the drive to excel. At mClinica, people who take initiative and ownership are rewarded significantly.

Your Role:

  • Responsible for first level escalation point for customer service support
  • Accept tickets and analyzes where and what the issue is
  • Effectively resolve queries of stakeholders and customers by responding through email, chat and phone (when needed)
  • Diagnose software issues and engage with our product and engineering teams using established processes
  • Provide support & guidance to our customer base
  • Communicate thoughtful, customized solutions that help customers move forward and grow their business
  • Collaborate with internal teams such as account managers or sales teams, and identify opportunities for existing customers to use more of our platform or services
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Your Qualification:

  • Candidate must be a graduate of any degree/course
  • At least 2 years’ Customer service experience in phone, email and live chat support
  • Experience using Zendesk or other similar Customer Service systems
  • Amenable to do Mid-Shift and Weekend work
  • With strong English verbal and written communication skills
  • Strong interpersonal skills; ability to work independently as well as be a contributing member of the team
  • Are self-motivated & eager to learn
  • Adapt quickly to changing priorities and customer needs
  • Candidate must be computer literate and comfortable using Microsoft office and Google applications
  • Able to multi-task and has high attention to detail, with good analytical and problem-solving skills
  • Has the ability to quickly adjust to processes and information changes and can work under pressure; find creative problem-solving fulfilling & challenging
  • Passionate about working with customers and finding solutions that make their goals possible

What You Can Expect from Us:

  • Significant career growth opportunities in a fast-growing business
  • Competitive compensation package
  • Challenging and diverse assignments
  • Fun & casual working environment in an international team.

Locations: Malaysia
Categories: Commercial
Employment Type: Full-time

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