Description

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.

Customer Service Specialist – APAC