Teva Customer Experience Expert 

Malaysia, Penang, George Town 

914314742

• Building trustworthy relationships with customers, considering the various cultural backgrounds.
• Streamlining and following all processes in order to obtain an optimal support/service.
• Coordinating and participating TCs with customers.
• Weekly follow up meeting with Account Sales Manager to promote long pending issues.
• Dealing with complicated issues such as complaints, long pending requests, sensitive customers etc.
• Responsible for filter in and submitting of technical requests.
• Filter in of technical requests under his ownership to ensure qualitative service provided to the customers in a timely manner
• Coordinate between the BUs and AMs/ customers on technical requests on a weekly/ daily basis.
• Filter out and response to customers on SR under ownership to ensure qualitative service provided to the customers.
• Close follow-up on pending service requests, in order to get a complete and accurate answer.
• Coordinate between the BUs and customers on technical requests on a daily basis.
• Back up of other team members according to predefined decision.
• Initiation of new high level ideas to be used as a service/ marketing tool to further improve the service and create an ongoing service discussion with customers and AMs.
• Responsible for sending customer notifications.

• MSc in life sciences / chemistry / biology or other relevant field – advantage
• 2-3 years of professional experience in Customer Experience/ Quality assurance /Quality control/Regulatory affairs pharmaceutical–must
• MS office skills (e.g., excel and power point) - must

SKILLS:

• Highly motivated
• Customer focused
• Proactively thinking
• Analytical thinking
• A team player
• Influencing without authority
• Problem Solving
• Judgment and decision making
• Attentiveness
• Good Communication skills
• Time Management- Job Task Planning and Organizing
• Goal Oriented Focus
• Willingness to Learn

Associate Director Customer Experience

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