Specialist, Customer Care (West/ 5D/ 1-3 yrs exp)

About the Role

As a Customer Care Specialist, you'll be the key contact for customers, ensuring enquiries, complaints, and delivery issues are handled professionally from start to finish.

This role is ideal for someone who communicates confidently in English, enjoys solving problems, and is passionate about delivering excellent customer service. You'll work closely with internal teams and customers to investigate issues, provide timely updates, and ensure every case is resolved efficiently.

What You'll Do

• Manage customer complaints and delivery rejection cases from receipt through to resolution
• Respond promptly to customers via phone, email, and other communication channels
• Investigate issues, identify root causes, and work with internal teams to resolve them effectively
• Keep customers informed with clear, professional, and timely updates throughout the resolution process
• Ensure all cases are accurately documented and closed within agreed service timelines
• Escalate complex or overdue cases to the appropriate stakeholders when necessary
• Build positive relationships with customers by delivering a high standard of service
• Prepare daily and monthly reports to track case performance and service quality
• Support administrative and coordination activities as required

What We're Looking For

• Diploma or equivalent qualification in any discipline
• Experience in Customer Service, Call Centre, Complaint Management, or Case Management
• Excellent verbal and written communication skills in English
• Strong problem-solving skills with the ability to investigate and resolve customer issues
• Able to remain calm, professional, and empathetic when handling challenging situations
• Good organisational skills with the ability to manage multiple cases simultaneously
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Experience using CRM systems or SAP will be an advantage
• Healthcare, pharmaceutical, logistics, or supply chain experience is a plus, but not essential
  

Why Join DKSH

At DKSH, customer experience is at the heart of what we do. As part of our Healthcare business, you'll work with a supportive team to deliver exceptional service while helping ensure healthcare products reach customers safely and efficiently. We offer opportunities to develop your customer service, communication, and problem-solving skills in a collaborative and fast-paced environment.