Customer Contact Management Senior Analyst (Pharma)

Location: Kuala Lumpur / Petaling Jaya, Malaysia; hybrid work with up to 50% of time from home

Company

hirify.global is a global pharmaceutical company operating an Order-to-Cash service line within hirify.global Business Operations.

What you will do

• Manage customer inquiries, requests, claims, returns, and disputes from receipt through closure within service level targets.
• Register, classify, prioritize, investigate, document, and resolve customer cases in Salesforce.
• Apply First Contact Resolution for standard requests and coordinate investigations of refusals, damages, shortages, short shelf life, and distribution center errors.
• Manage return orders, refusal orders, credit and debit memos, and other corrective transactions.
• Coordinate with Supply Chain, Commercial, Quality, Finance, distributors, logistics providers, and internal sites.
• Monitor aging and overdue cases, ensure controls and approval workflows, and support root-cause analysis and continuous improvement.

Requirements

• Excellent written and verbal English is required.
• Chinese literacy in written and spoken Chinese is required to support Greater China, including China, Taiwan, and Hong Kong.
• At least 3 years of experience in customer contact and claim management, preferably in the pharmaceutical industry.
• Hands-on SAP experience is essential, preferably with S/4HANA; experience with Salesforce claim management tools is preferred.
• Strong Microsoft Office and advanced Excel skills are essential, along with analytical, deductive, problem-solving, organizational, and communication skills.
• Ability to collaborate with internal and external stakeholders, work under pressure, follow controls, and coach junior or new employees.

Nice to have

• Experience in a shared service environment.
• Pharmaceutical industry experience.
• Experience as a project team member.
• Good business acumen and experience training or coaching colleagues.

Culture & Benefits

• International and dynamic work environment with opportunities for learning, innovation, and career development.
• Flexible home office policy allowing up to 50% of working time from home.
• Market-oriented salary and cafeteria benefits.
• Structured onboarding, training, and buddy support.
• Individual career development opportunities within hirify.global.