Associate Specialist, Customer Support

MSD, a global health‑science company with a longstanding dedication to preserving and improving the health, well‑being and performance of livestock, companion animals and the people who care for them, is recruiting an Associate Specialist in Customer Support based in Jakarta.

Role Overview

The position provides professional, client‑focused support within the animal‑health division, ensuring that distributors, veterinarians, farm managers and other stakeholders receive accurate information, timely assistance and high‑quality service throughout the product lifecycle.

Core Responsibilities

• Serve as the primary point of contact for customers, addressing product‑related queries and technical issues promptly.
• Deliver clear, evidence‑based information on product usage, handling and best practices to end‑users.
• Collaborate with internal teams to capture customer feedback and drive continuous improvement of support processes.
• Document all interactions and maintain detailed records in the support management system.
• Assist in the preparation of regular performance reports that highlight service metrics and emerging trends.
• Support the development of knowledge‑base articles, FAQs and training materials for frontline staff.
• Coordinate with logistics and regulatory teams to resolve issues that may affect product distribution.
• Promote a customer‑centric culture by exceeding service expectations and fostering long‑term relationships.

Qualifications & Experience

• A bachelor’s degree in a scientific, agricultural, business or related discipline.
• Relevant experience in customer support, preferably within the animal‑health, pharmaceutical or life‑science sectors.
• Strong communication skills and the ability to translate technical concepts into clear, accessible language.
• Proven problem‑solving ability and a service‑oriented mindset.
• Familiarity with regulatory frameworks governing animal‑health products is advantageous.
• Experience working with diverse stakeholder groups, including veterinarians, farmers and distributors.
• Commitment to ethical standards, confidentiality and continuous learning.