Customer Care Advisor (HealthCare/BioTech)
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We are looking for a Customer Care Advisor to join our Life Sciences Team in Penang COE. This is an amazing opportunity to work on Life Sciences products. The team consists of 8 team members and is reporting to the Customer Care Manager.
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner.
About You:
- Undergraduate Degree from an accredited College / University required, Science relevance Degree preferred
- 1+ years of customer service experience
- Analytical, troubleshooting and decision-making skills
- Strong interpersonal skills in dealing with people at all levels
- Excellent writing, phone handling, communication and problem-solving skills
- Exceptional English language skills including a clear, crisp, easily understood, direct but pleasant communication style
- Ability to communicate with poise and confidence working through complex issues
- Proven customer service skills including acting with urgency, being proactive, thinking like a client, following up and following through, and never settling for delays or a less-than great experience
- Excellent presentation/training skills
- Attention to detail and ability to multitask and while maintaining a sense of urgency
- Consistent, positive attitude and deep customer service orientation
- Ability to think logically, critically, quickly and strategically to solve issues
- Ability to meet departmental deadlines and use effective organization and planning skills
- Desire to remain in and grow an exciting career within a dynamic, innovative company
It would be great if you also had :
- Experience with the usage of Cortelis, Bioworld, or Metacore
What will you be doing in this role?
- Provide verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
- Efficiently resolve customer problems and/or questions related to products and services, in a professional, accurate, courteous and timely manner
- Delight customers with exceptional service skills and a can-do attitude with every interaction
- Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and toll-gates
- Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
- Replicate customers’ technical/product issues to provide appropriate steps for resolution
- Interpret and analyze customer needs to resolve inquiries and improve product utilization
- Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
- Be a great team-player with with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions
About the Team
The Life Sciences Customer Care Advisor Team consists of 8 team members today. We are supporting the customers globally from Penang COE office.
Other important information about this position:
- Location – Penang
- Shift – US office hours / Permanent Night Shift (MYT)
