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.