Menu
Close Back to abcam.com

Back

Customer Service Specialist

Department: Customer Services

Location: Hong Kong, New Territories, Hong Kong

Summary of Role:

Helping our customers achieve their mission faster is what we are all about. We have our customers in mind in everything we do. We aim to provide a world class experience for our customers through the channel of the customer’s choice, whether it’s using our website, email or talking to our talented Customer Service Specialists.

 

As a Customer Service Specialist, you should love to help people and solve problems. You need to be able to priorities, multitask, think logically and communicate well. Attention to details is very important as we really want to get it right to our customers the first time. Previous service centre experience isn’t necessary but ideally you have customer service experience and understand the importance of giving every customer an excellent experience.

 

You will need to be comfortable in an environment where change is a constant, at Abcam we are always striving to improve everything we do.

 
Primary Accountabilities:
 

Handle customer enquiries by email, telephone and fax

·        Deal with adminsite; place order, provide quotations, process credit notes etc. with specific focus in supporting Taiwan markets.

·        Proactively contact customers with information about their order

·        Ownership of customer data ensuring that information in our systems is accurate

·        Resolve customer queries, liaising with other departments when appropriate

·        Support other internal teams (Sales and Marketing, Finance etc.) when necessary

·        Support other team members when needed

·        Recommend promotions and product alternatives to customers when appropriate

·        Assist with Sub dealer Orders

 
 
Person Specification:

·        Native Mandarin and efficient Traditional Chinese typing are must

·        Passionate about providing excellent customer service

·        Minimum of 1 year’s customer service experience

·        Good level of computer literacy, prior knowledge of CRM systems is a bonus

·        Customer focused approach, with customer satisfaction being a core driver

·        Problem analysis and problem-solving skills

·        Ability to priorities

·        Well-developed written and verbal communication skills (Fluent in Japanese with good level of English is a plus)  

 
Benefits:
  • Competitive basic salary
  • Opportunity to participate in the company share incentive plan which includes free shares
  • Career progression opportunities
  • Dynamic working environment, working with people who are passionate about helping our customers achieve their mission, faster