Customer Success Executive

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

• Work hours: US Eastern timezone 9:30am - 6:30pm (Malaysia time zone: 9:30pm - 6:30am)
• 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 a customer-facing role but fresh graduates are welcome!
• Demonstrated experience in Health check or Healthcare is highly desirable.

Benefits

Our DNA is P-R-E-N-E-T-I-C-S. See what each word of our company name means:

Get to know us; Get to know our DNA!

Passion

• You are passionate about our mission and your job, and inspire others with your drive for excellence.

Resilience

• You are tenacious and calm despite challenges, changes, and stress. Sleeves rolled up, you attack every challenge head-on.

Empowerment

• You help colleagues across Prenetics succeed. You foster a strong team spirit while encouraging others to take initiatives and risks.

Integrity

• You are trustworthy, honest and accountable to your actions and commitments.

Epic

• You dare to take risks, deliver results and make things happen. You possess a growth mind-set and strive to continuously improve.

Transparency

• You speak up and share information even if it is controversial or difficult.
• You share wins and failures openly.

Ingenuity

• You make wise decisions despite ambiguity.
• You think outside the box, challenge the status quo and come up with creative solutions.

Communication

• You practice empathy, articulate your thoughts and ideas effectively and respectfully.

Selfless

• You seek what is best for Prenetics, not yourself or your team. You put the needs of the team before your own.