Customer Service Specialist – APAC

<ul><li>Act as the first-line contact for customer inquiries, providing professional and timely support via phone, email, and online systems.</li><li>Support physicians, hospitals, and research partners with test ordering, sample logistics, and reporting processes.</li><li>Ensure smooth communication between clients in APAC and global teams, particularly HQ in Germany.</li><li>Manage case documentation, track service tickets, and update records in CENTOGENE’s internal systems (CRM, LIMS, etc.).</li><li>Provide guidance on test catalog, sample requirements, and logistics procedures.</li><li>Handle complaints and escalations in line with company policies, ensuring customer satisfaction.</li><li>Collaborate with cross-functional teams (sales, logistics, laboratory operations, and IT) to resolve client issues.</li><li>Prepare regular service reports and feedback summaries to improve customer experience.</li><li>Support training and onboarding for new customer service team members as the APAC office grows.</li></ul>