Associate Business Support Specialist (Mandarin Bilingual) – Merck Sharp & Dohme
Merck Sharp & Dohme
Global Business Services
Role Summary
The Associate Business Support Specialist (Mandarin Bilingual) supports Source to Settle-related queries from internal and external customers within the Global Business Solutions organization. The role involves managing cases and responding through various communication tools, with a focus on compliance, service level agreements, and delivering high-quality customer service in a global team environment.
Job Description
The Associate Business Support Specialist (Mandarin Bilingual) role is part of the Global Business Solutions (GBS) organization, specifically within the Source to Settle (STS) department. The position involves supporting STS-related queries for internal and external customers by managing cases and responding through phone and case management tools, operating within a global team applying the "Follow the Sun Model." The role requires adherence to compliance requirements, service level agreements, and global process designs to ensure timely, complete, and high-quality customer service while focusing on first-time resolution and root cause elimination of recurring issues.
Job Requirements
Bachelor's degree in accounting, finance, business administration, or related fields preferred.
1 year demonstrated work experience within General Accounting and/or Finance Shared Services, customer services, and/or Source to Settle area preferred but not mandatory.
Business-level fluency in English is required.
Proficiency in Mandarin (both written and spoken) is required to freely interact with customers.
Understanding of STS and related processes.
Strong diligence, problem-solving, and analytical skills.
Excellent communication and interpersonal skills.
Continuous improvement mindset.
Customer-focused and results-driven approach.
Sense of urgency and ability to demonstrate initiative.
Ability to effectively work in a team environment, sharing knowledge and giving and receiving feedback.
Proficiency in Microsoft Office applications (Excel, Word, PowerPoint at minimum).
Organizational skills.
Written and verbal skills for effective communication.
Ability to operate independently and maintain focus amid change or uncertainty.
Customer service mindset.
Experience with SAP ECC and Ariba systems is desired.
Experience with case management tools such as ServiceNow is beneficial.
Positive and engaging disposition with high integrity, credibility, and energy.
Strong communication and interpersonal skills effective across various cultures.
Quick Info
Company
Merck Sharp & Dohme
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
8 skills
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Required Skills
Customer Service
Source To Settle (STS) Processes
Problem Solving
Analytical Skills
Communication
Microsoft Office
SAP ECC
Mandarin Language Proficiency
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