Customer Success Executive

3 weeks ago

Kuala Lumpur, Malaysia Prenetics Full time

Prenetics, a leading genomics-driven health sciences company, is revolutionizing prevention, early detection, and treatment. Our prevention arm, CircleDNA, uses whole exome sequencing to offer the world's most comprehensive consumer DNA test. At CircleDNA, we are on a mission to empower individuals to take control of their health and well-being. Since our inception in 2019, we have been providing a comprehensive genetic testing service that offers insights into a variety of health areas. Our cutting-edge technology and user-friendly online platforms have enabled us to offer actionable DNA insights that help people make informed decisions about their health. As a part of Prenetics Group, a global leader in genomics and personalized healthcare, we are committed to expanding our portfolio to include other exciting products such as vitamins, supplements, and other health assessments. Join us in our quest to revolutionize personalized healthcare.

CircleDNA is 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
  • Demonstrated experience in Health check or Healthcare is highly desirable.

Benefits

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

Resilience

  • You embrace changes and be able to drive through uncertainty, ambiguity and uncomfortable situations

Empowerment

  • You trust others to play their positions well like an elite sports team

iNtegrity

  • You are trustworthy and lead by example

Epic

  • You challenge your own comfort zone and always outperform yourself

Transparency

  • You are completely honest and committed to giving candid feedbacks, no matter how challenging it might be

Ingenuity

  • You make sound judgement and come up with solutions that are creative and smart. Copy when feasible

Communication

  • You articulate your thoughts and ideas effectively and respectfully

Selfless

  • You put the needs of others before one's own and find ways in helping other to succeed

We are Prenetics, our people make us who we are.

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