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Posted on 2022-06-28
Prenetics Limited

Customer Success Executive

Prenetics Limited

Founded in 2014, Prenetics is a major global diagnostics and genetic testing company with the mission to bring health closer to millions of people globally and decentralize healthcare by making the three pillars — Prevention, Diagnostics and Personalized Care — comprehensive and accessible to anyone, at anytime and anywhere. Prenetics is led by visionary entrepreneur, Danny Yeung, with operations across 9 locations, including United Kingdom, Hong Kong, India, South Africa, and Southeast Asia. Prenetics develops consumer genetic testing and early colorectal cancer screening; provides COVID-19 testing, rapid point of care and at-home diagnostic testing and medical genetic testing.

Most recently on May 18th 2022, Prenetics made international headlines to become Hong Kong’s First Unicorn to publicly list on the Nasdaq with ticker symbol of “PRE".

As a Customer Success Executive, you need to be customer-focused and quick-thinking to coordinate daily operations. This position will begin with a 1-year contract and with the potential opportunity to convert into a permanent role after organizational and performance review when the one year 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.

Job Duties:

  • 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

Requirements:

  • 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 (Fresh Graduates are also welcome)

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
  • Candidates with limited availability will be considered as Part-time (Selected candidates will be paid HKD 60 per hour)

Our DNA is P-R-E-N-E-T-I-C-S. See what each word of our company name means:

Passion

  • You love what you do and accomplish amazing result
  • You spread positivity, bring enthusiasm to work and inspire team members
  • You drive team toward specific goals, even when they seem unlikely or difficult

Resilience

  • You embrace changes and be able to drive through uncertainty, ambiguity and uncomfortable situations
  • You bounce back quickly from setbacks and challenges
  • You are persistent and determined to achieve the desired outcome

Empowerment

  • You trust others to play their positions well like an elite sports team
  • You foster a strong team spirit while encouraging others to take initiatives and risks
  • You create a space to allow team to grow and hold each other accountable

iNtegrity

  • You are trustworthy and lead by example
  • You are consistent in your message and action all the times
  • You deliver what you have promised

Epic

  • You challenge your own comfort zone and always outperform yourself
  • You make meaningful and amazing impact to the world
  • You dare to take risks and you move fast

Transparency

  • You are completely honest and committed to giving candid feedbacks, no matter how challenging it might be
  • You share ideas, knowledge and skills that empower others and create access to information with the wider team
  • You share wins and failures openly

Ingenuity

  • You make sound judgement and come up with solutions that are creative and smart. Copy when feasible
  • You challenge the status quo and question things that could be done differently for better. Modify the wheel if you can’t change it
  • You think outside of the box and make value-based innovation

Communications

  • You articulate your thoughts and ideas effectively and respectfully
  • You know your audience and talk in a way they want to be told
  • You make sure communications happens, no matter where you are

Selflessness

  • You put the needs of others before one's own and find ways in helping other to succeed
  • You focus on team wins than personal wins and share credits
  • You act in the company's best interest

We are Prenetics, our people make us who we are.

More job information
Salary
Benefits
  • 5-day week
  • 13-month pay
  • Dental plan
  • Medical plan
  • Paid overtime
Job Function
Location
  • Quarry Bay
Industry
Employment Term
  • Permanent
  • Contract
  • Part-time
  • Full-time
Experience
  • 2 years
Career Level
  • Entry level
Education
  • Degree