Customer Success Executive

About the Opportunity:

We are looking for a Customer Success Executive to join our Customer Success Team. This is a special experience for fresh graduates and individuals early in their careers to learn quickly and contribute immediately.

Our Customer Success team is uniquely positioned to work directly with our customers, channeling valuable feedback and insights with the rest of the company, and helping chart the course of our products and commercial plans.

As a Customer Success Executive, you will have the unique opportunity to perfect your communication, client management, and problem-solving skills. From your first day at Prenetics, you will learn about and even be asked to contribute to how we improve our products and processes.

Strong performers may also have the opportunity to progress upwards in the team or across the company.

What You Will Be Doing: 

• Help our customers out by understanding their issues, verifying its validity, and providing the best possible solution according to the company’s guidelines
• Ensure that your product knowledge is up-to-date by following announcements closely and staying organized
• Be the customer's advocate and help shape product improvement by disseminating customer feedback or identifying the core issues across internal teams 
• Escalate relevant issues to management or cross-team stakeholders in a timely manner
• Use Zendesk, internal systems, and collaboration tools (e.g. Google Sheets, Slack) to support customers through phone and email
• Provide assistance in general administrative activities and ad-hoc duties as assigned by your direct manager
  

What You Will Need to Succeed: 

• Problem-solving and conflict resolution skills: quick-thinking, patient, ability to absorb and convey constantly changing product information 
• Strong verbal and written communication skills: Fluency in English and Cantonese and basic in Mandarin
• High emotional intelligence: when faced with the occasional but inevitable situation of a bad customer interaction - be able to maintain professionalism and a positive outlook
• Desire to work in a startup environment: proactivity, a strong sense of responsibility, willingness to roll up sleeves and get involved beyond your scope
• Preferably prior experience in a customer-facing role but fresh graduates are welcome!
  

Perks & Benefits:

• Work and learn from a vibrant international team with diverse backgrounds
• Dynamic, fast-paced environment in a non-hierarchical culture
• Competitive health and medical benefits
• Regular company engagement events and networking opportunities with members of the Prenetics family
• In-house barista and drinks provided!