Prenetics is a leading genomics and precision oncology company dedicated to transforming patient care through advanced genomic and molecular technologies. Our new business focus is on precision oncology, specifically on early detection and treatment. We recently acquired ACT Genomics, the only Asia-based company to receive FDA clearance, has enabled us to expand our capabilities and offer comprehensive cancer solutions to patients worldwide.
Our team of world-class scientists, healthcare experts, and technology innovators are committed to driving forward precision oncology to improve patient outcomes. At Prenetics, we believe that every patient deserves personalized, effective, and affordable cancer care, and we are dedicated to making that a reality. Prenetics is listed on NASDAQ with the ticker PRE.
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
Requirements
- 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!
Benefits
- Work and learn from a vibrant international team with diverse backgrounds
- Dynamic, fast-paced environment in a non-hierarchical culture
Get to know us; Get to know our DNA!
As a genetics testing company, we are proud to share what makes us Prenetics. Simply put, 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