Customer Success Executive

November 27

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Prenetics

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DNA Testing • Personalized Medicine • Pharmacogenomics Testing • Health & Wellness • Personalised Digital Health

501 - 1000 employees

Founded 2014

🧬 Biotechnology

⚕️ Healthcare Insurance

🧘 Wellness

💰 $120M Post-IPO Equity on 2022-05

Description

• Prenetics, a leading genomics-driven health sciences company, is revolutionizing prevention, early detection, and treatment. • Our prevention arm, CircleDNA, uses next generation sequencing to offer the world's most comprehensive consumer DNA test. • Join us in our quest to revolutionize personalized healthcare. • Identify customer needs and offer clear explanations of product offerings, personalized suggestions, and value propositions to convert prospects into customers. • Actively follow up on pre-sales inquiries, focusing on building rapport and turning leads into customers through engaging conversations and appropriate product recommendations. • 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 Limechat, Zendesk, internal systems, and collaboration tools (e.g. Google Sheets, Slack) to support customers through chat and email. • Provide assistance in general administrative activities and ad-hoc duties as assigned by your direct manager.

Requirements

• Work hours: 5 days a week including Saturday, Sunday & Monday, or as assigned by your manager • Demonstrated experience in a pre-sales or sales support role, preferably in an eCommerce or direct-to-consumer environment. • Sales-driven mindset with a passion for delivering results and achieving conversion goals. • 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 required, Cantonese and Mandarin a bonus • 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 Zendesk, Amazon, TikTok or messaging tools for sales and customer support. • Experience in eCommerce, health, wellness, or tech industries is highly desirable.

Benefits

• Medical & Annual Leave: We care about your well-being—and your vacation selfies! That’s why, for our full-time employees, we honor your time off with annual leave and provide medical benefits for any bumps, bruises, or unexpected adventures. • Learning & Development: Got a passion project or skill you’re dying to master? We’ve got a learning allowance for that! We believe in supporting your growth, whether it’s for work or just because you’re curious. • Growth & Opportunity: Your future’s bright, and we want to help you shine! We’re all about providing opportunities for you to grow and reach your potential, with exposure to a global company and the chance to collaborate across different cultures. • Inclusive Workplace: You belong here! We foster an environment where everyone’s voice is heard, respected, and celebrated. Inclusivity is the name of our game!