Prenetics is one of the largest diagnostics and genetic testing companies globally. With a team of more than 400 and with over US$85 million in strategic funding from Alibaba, Ping An Ventures, New World Development and more, the group has been pivotal in the fight against COVID-19. To date, Prenetics has performed more than 3 million PCR tests in Hong Kong and in the United Kingdom. Prenetics works closely with both governments and came to international fame when it helped resume the season with the English Premier League and set up COVID-19 testing operations in airports globally, including Hong Kong International Airport and Heathrow Airport.
Furthermore, the group recently made an acquisition of an Oxford University spin-out company, whom had developed a rapid COVID-19 test, with accurate results in 20 minutes. The group also operates two leading direct to consumer DNA platforms, CircleDNA and DNAFit.
As a Customer Success Executive, you need to be customer-focused and quick-thinking to coordinate daily operations. This position will begin with a 6 months contract and with the potential opportunity to convert into a permanent role after organizational and performance review when the initial 6-month period ends. You are challenged to think smarter, faster, and more efficiently to help build a world-class customer experience. This requires a unique kind of versatility and talent - a multi-tasking thinker who has an eye for identifying problems and can coordinate across multiple channels to get the job done. You will also be responsible for working with our Operations Team and Product Team to develop long-term solutions to daily challenges such as: working with our Operations team to accommodate customer requests and incorporating customer feedback into the ongoing product and operational improvements.
What you will be doing
· Help manage customer success and happiness by knowing the company's products inside-out and providing amazing customer service and support
· Be the voice of Prenetics in helping customers with their inquiries, handle their complaints, and maximize their use and value of our products
· At the same time, be the customer's advocate and champion by disseminating customer feedback internally across teams and building a customer-centric culture
· Resolve product/ service problems by clarifying the key issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
· Coordinate with internal departments and outsourcing partners to prepare for necessary resources to support the customers
· Help identify and implement cross-departmental changes to ensure the highest satisfaction for customers and clients
· Provide assistance in general administrative activities and ad-hoc duties as assigned by supervisor, including marketing and sales activities
About you
· Extremely customer-oriented, someone who can exude high energy, positivity, patience and empathy in all communications with the customer
· Desire to work in a startup environment, with a positive, proactive mindset and minimum need for supervision
· Excellent written and spoken English and Cantonese, proficiency in Mandarin
· A high performer who is willing to meet standard performance targets
· Well-organized, punctual, polite and strong sense of responsibility
· Min. 2 years experience in Customer Service field
This post comes with
· 5-day working week (on shift)
· Working hours: 0930 - 1830 (Mon - Sun, including public holidays)
· Work in a collaborative, energetic team environment
· Competitive salary
Our Core Values
Customer Happiness : We need to do everything we can to make our customers happy. Often times, these are the little things that goes unnoticed which makes big differences.
Be Open and Transparent : The more open we are with our business, the more we can earn trust and credibility. This is true here at Prenetics as well, you can be rest assured that senior management is to be very open and transparent.
Adapt To & Embrace & Drive CHANGE : Change may sometimes be unsettling, especially if it is unwanted or unexpected, yet, it is the only constant, where we must evolve as our customers expect more and as our competitive landscape becomes more demanding.
Walk the Talk : If you say you will do something, you better make sure you complete your task by the date it needs to get completed. No BS here, no excuses and everyone has a responsibility to do their part.
TEAMWORK : The best leaders are the ones that listen and at Prenetics here, our management understands from and crafts by listening to our team members to enable them to do their best.
Be PROACTIVE : Being proactive is taking initiative in a situation. Being the first to step up and say, hey “i can do this”. Being proactive is becoming the emergent leader in a group. Proactive people are positive thinkers.
Be Passionate & Determined : Passion. Period. Sure we can do a job---anyone or any organization can just get the job done. But to get the job done exceptionally well? That takes passion.
Be Humble : Arrogance is self-destructive in the long run and though we take pride in our roles and results, we at Prenetics here, always live by that “we are only as good as our last month”.
Move Fast : Moving fast is one of a startup's greatest abilities. If you believe in something, get on it and get it done. Don't overthink it, and just move.
Do Epic Shit : Building great and big things means taking risks. This can be often times scary and prevents companies from doing the big things they should be. However, in our world where things are moving so fast, we are guaranteed to fail if we don't take risks.
We are Prenetics, our people make us who we are.