Prenetics empowers individuals with valuable health information to live healthier lives and to proactively prevent disease.
Customer Service Lead
Hong Kong
Prenetics, with over US $50m in strategic investments from Alibaba and Ping An is one of the fastest growing genetic testing / digital health companies globally.

As the Customer Service Lead, your responsibilities will be to lead a small team of Customer Service to provide quality, personalized, and experienced support to our customers. Your main goal is to support our customers and take measures to ensure their satisfaction and a high-quality customer support service.

Responsibilities
  • Lead the Customer Service team in the delivery of 'above and beyond' customer service through phone and email
  • Shaping our strategy for handling customer feedback, complaints, and common issues to help inform the development team to improve customer experience as a whole
  • Develop, hire, train, motivate, counsel, monitor and evaluate the performance of the customer service executives in order to ensure top performance
  • Maintain daily, weekly and monthly service statistics
  • Handle customer's concerns that demand Management attention tactfully, promptly and with genuine care for the customer's concerns
  • Work effectively together with other team leaders to create maximum synergy, coordination and cooperation
  • Provide hands-on support of daily customer service activities including incoming and outgoing calls and emails
  • Drive a culture of continuous improvements, new approaches, and personal excellence
  • Understanding of a customer journey and how to improve our customer experience
  • Be an ambassador for the Prenetics culture


Requirements
  • Bachelor's degree
  • At least 3 years of experience in call center operations (start-up experience, technology is highly preferable)
  • Enjoy working in a dynamic, fast-paced environment
  • Extensive customer service skills with the proven ability to resolve customer service issues.
  • Experience in team management with a track record of proven results within a contact center
  • Experience using call center software such as Zendesk
  • Understanding of a customer journey and how to improve our customer experience
  • Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem-solving skills
  • Fluency in written and verbal English, Cantonese and Mandarin
  • Enjoys the dynamism of a startup environment (fast-paced office, shifting priorities, an "all hands on deck" approach)


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 unsetting, 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 over think 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.
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