Responsible for receiving customer inquiries regarding purchase orders, returns, order status, questions, complaints, or suggestions via telephone, email, website, and WhatsApp. Executes various departmental processes and contributes to maintaining excellent interdepartmental communication within the company, aiming to deliver the best possible customer experience. Customer Service — ability to serve diverse customers through our multiple service channels at a high level of quality. This role requires strong interpersonal communication skills, organization, accountability, and commitment to internal policies as well as daily work activities and processes. * Ability to quickly identify issues and provide effective solutions; * Skill in understanding customer needs and delivering solutions that meet their expectations; * Ability to make prompt and efficient decisions to ensure customer satisfaction; * Strong written and verbal communication skills, with clarity and effectiveness; * Ability to interact with customers in a courteous, empathetic, and professional manner; * Proactivity in resolving issues and continuously seeking ways to improve service delivery; * Maintaining a positive attitude when handling challenging situations; * Ability to collaborate effectively with other team members and departments to resolve issues and enhance customer experience; * Adaptability to changes in processes, technologies, or customer demands; * High level of organization, punctuality, and willingness to learn; * ERP system knowledge is desirable; basic computer skills, especially in email and chat tools; Basic proficiency in Word, Excel, and PowerPoint is desirable. * **Work Environment:** * On-site work with physical activities conducted at the company’s workplace locations; * Prolonged periods of sitting in front of a computer; Operational rules and procedures to be followed during daily activities. * **Experience:** * Customer service experience is a plus. Experience with medical devices or pharmaceutical products is a plus. * **Education:** High school diploma; undergraduate studies in administration, marketing, logistics, or related fields preferred. * Respond to and support customers via telephone, email, chat, and various service channels; * Deliver the best possible customer experience based on internal policies and processes; * Resolve customer issues promptly and effectively; * Collaborate with other departments—such as logistics, sales, and finance—to resolve issues and provide a consistent customer experience; * Provide personalized service to special customer groups; * Meet the department’s agreed-upon service-level targets; * Consistently achieve individual performance goals set by direct management; * Prepare minor process-monitoring reports upon request from management; * Plan and organize daily tasks to address all daily workload requirements; * Contribute suggestions for process improvements during team meetings.