Customer Service Specialist – APAC

2 days ago

Taoyuan Coty, Taiwan CENTOGENE GmbH Full time $40,000 - $60,000 per year
Your Responsibilities
  • Act as the first-line contact for customer inquiries, providing professional and timely support via phone, email, and online systems.
  • Support physicians, hospitals, and research partners with test ordering, sample logistics, and reporting processes.
  • Ensure smooth communication between clients in APAC and global teams, particularly HQ in Germany.
  • Manage case documentation, track service tickets, and update records in CENTOGENE's internal systems (CRM, LIMS, etc.).
  • Provide guidance on test catalog, sample requirements, and logistics procedures.
  • Handle complaints and escalations in line with company policies, ensuring customer satisfaction.
  • Collaborate with cross-functional teams (sales, logistics, laboratory operations, and IT) to resolve client issues.
  • Prepare regular service reports and feedback summaries to improve customer experience.
  • Support training and onboarding for new customer service team members as the APAC office grows.
Your profile
  • Bachelor's degree in Life Sciences, Healthcare, Business Administration, or related field.
  • At least 5 years of experience in customer service or client-facing roles (preferably in healthcare, diagnostics, or biotech).
  • Strong communication skills in Mandarin Chinese and English (written and spoken).
  • Excellent problem-solving and multitasking abilities.
  • Familiarity with customer management systems (CRM, LIMS, ERP) is highly desirable.
  • Detail-oriented with a customer-first mindset.
Preferred / Plus:
  • Experience in the healthcare or diagnostics industry.
  • Familiarity with LDT regulations and laboratory workflows.
  • Experience working in an international or cross-cultural environment.
Why us?
  • Competitive compensation and benefits package.
  • Opportunity to support the growth of CENTOGENE's first APAC operations in Taiwan.
  • Work in a dynamic, international, and mission-driven environment.
  • Professional development and career advancement opportunities.
  • Collaboration with global experts in genetics, bioinformatics, and diagnostics.

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