Canopy

Prenetics (HK)- Customer Success Executive

Mid Level
Hong Kong
Customer Success Executive
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About Us

Prenetics is leading global genetic testing and digital health company. Prenetics operates its direct to consumer genomics business via its two brands, CircleDNA in Asia and DNAFit in Europe. The company has a team of over 150 people and is spread across ten offices in Asia, Europe and South Africa.

Prenetics has received over USD 50-million in strategic funding from Alibaba Hong Kong Entrepreneurs Fund, Ping An and more. Prenetics' mission is to help people lead healthier, more active lives by empowering them with personalized, predictive, and preventive measures in the form of the latest, proven innovations in DNA and mobile technology. For more information, visit www.prenetics.com and www.circledna.com. Most recently, we have also launched a non-profit initiative called "Project Screen by Circle" to make COVID-19 testing much more accessible in Hong Kong.

Who we're looking for

As a Customer Success Executive, you need to be customer focused and quick-thinking to coordinate daily operations. 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 providing amazing customer service and support
  • Answer incoming questions via live chat, email and phone calls, handle customer inquiries
  • Resolves 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
  • Degree holder or above in any discipline
  • min. 2 years experience in Customer Service field
  • Highly customer-oriented with passion, patience and caring attitude in result-oriented service manner
  • Desire to work in a startup environment, with proactive mindset and minimum need for supervision
  • Pleasant personality and well mannered
  • Excellent interpersonal and communication skills
  • Well-organized, punctual, polite and strong sense of responsibility
  • Excellent in both written and spoken English and Cantonese, proficient in Mandarin

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7/F, Prosperity Millennia Plaza, 663 King’s Road,
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