Customer Service Concierge Analyst

**Customer Service Concierge Analyst**
- Opportunity to **be a part of a **Global End User Services (GEUS)** support function **in Singapore**:

- ** Based in Singapore**, the regional hub for Asia Pacific (AP) and top-ranked biopharmaceutical company on The Straits Times and Statista’s list of Best Employers in Singapore for two consecutive years (2020, 2021).
- Join the **premier biopharmaceutical company** that has been in Singapore for more than **25 years and in AP for over 60 years.**

Global End User Services (GEUS) is a global IT support organization that interacts with all levels of the company to support our company's mission to improve patients' lives and meet customer needs. We operate as an IT partner to our business in managing end-user devices, helpdesk, deskside support, end-user tools, computing and site infrastructure. We deliver requested products, services and make recommendations on how we can improve the workplace and the experience of working at our company. We also work with our colleagues to provide the right level of services and solutions that help everyone be more productive and enable innovation.

This is a blended coordinator, customer service support and administrator role. Our company is looking for a multi-talented, high-performance Customer Success Concierge (CSC) Analyst who can support our users on our product offerings as well as perform administrative function within GEUS. This position will work closely with our company customer base to ensure successful IT products and services, resulting in customer value and continued success of our partnerships.

As a business partner, CSC works on improving the overall GEUS customer satisfaction KPI. CSC analyst will offer our internal customers new ideas and innovative solutions that enable new business opportunities. CSC helps our company users achieve its goals by providing insights and instructions on how to use information and technology.

**WHAT YOU WILL DO**
- Work directly with business users to assist with IT process that require assistance and help guide the user thru the process
- Work directly with global IT teams to discuss, align, and assist with users’ issues or requests, track new demand and communicate progress back to users
- Organize key stakeholders’ meetings, plan events or team buildings, track finance, PO/asset management, preparation of leadership presentation and meeting minutes, and other activities required by the manager
- Review existing processes and coordinate with relevant parties for continuous improvements.
- Be the voice of the user/customer to GEUS product teams; identify gaps that are hard to navigate and articulate the pain-points back to product owners for product capabilities improvement plans.
- Represent CSC in the JCAP region helping users understand our scope and purpose
- Align standard practices with CSC global product team
- Organize and partner with other product teams for end-user trainings to equip users with self-service digital knowledge
- Organize workshops or regular focus forums to collect users’ feedback
- Assist in planning and rollout of customer experience surveys and measuring KPIs (ie. CSAT, NPS etc)

**Education Minimum Requirement**:

- Bachelor's degree required

**Required Experience and Skills**:

- 5-10+ years in a customer role either in the IT services sector to support pharmaceutical companies
- Effective communication and storytelling skills and the ability to successfully communicate with a variety of levels within a pharmaceutical organization
- Achieve its goals by providing insight and direction on how to leverage information and technology.
- Independent, self-learner, creative and resourceful in finding solutions to solve users’ problems
- Able to attend night calls 2 to 3 times a week

**WHO WE ARE**

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

**WHAT WE LOOK FOR**

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us — and start making your impact today.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrou