Customer Care Associate - Remote China - Axiom Real-Time Metrics Inc. ｜Meet.jobs

Customer Care Associate

China (Remote) 

Full-time

 

Axiom, an innovative leading-edge technology provider in the life sciences sector has an opportunity available for an experienced Customer Care Associate in China to join its team!

Summary of Role.

The Customer Care Associate is an integral part of the Axiom team focusing on maintaining day to day customer relations and ensuring world class support. The role serves as a resource to existing customers, and all employees.

This role has direct diverse customer support functions. You will be responsible for ensuring transactional excellence in every point of contact that we have with our customer base, regardless of channel or transaction.

In this role you are involved in all activities that contribute to the satisfaction and retention of customers as well as the workflow involved in providing seamless customer satisfaction. You will be contributing to the Customer Care Team and bring a deep understanding of best practices and systems while enabling technology.

This role reports to the Director of Customer Care.

Responsibilities and Duties

• Provide professional assistance to global end-users with customer service and technical inquiries
• Maintain ownership of open incidents and provide End-Users with status updates until a resolution is reachedProvide professional assistance to the Axiom User base by handling customer service and technical inquiries
• Investigate and troubleshoot issues, escalating to the appropriate teams when necessary
• Track and report all inquiries / issues within Axiom’s ticket management system
• Issue training certificates to end-users upon training completion
• Document study-related contact information and activate electronic signatures
• Actively participate in internal training sessions and stay up-to-date on key study information
• Assist the Project Management Team during initiation, maintenance and close-out of projects, which may include training, client communications, implementation of new / updated functionality and validation
• Build professional working relationships by providing prompt, enthusiastic and accurate customer service
• Distribute customer satisfaction surveys and collect end-users’ feedback
• Work across multiple time zones and communicate with remote team members
• Maintain a working knowledge of Axiom’s products and services

 

You are the first point of contact with our End-Users and as such, will provide outstanding customer support that mirrors the quality of Axiom’s products and services.

Qualifications and Skills

• Enthusiastic and passionate about science and technology
• Possess a positive attitude and able to quickly develop rapport with end-users
• Strong organizational skills and attention to detail
• Adept at multi-tasking and problem solving
• Previous experience in healthcare related industry is strongly preferred
• Able to understand and navigate new technology quickly Proficiency in Excel, Microsoft Word, PowerPoint, Project and Outlook
• Well-developed written and communication skills
• Able to work independently yet collaboratively and with minimum supervision in a fast-paced environment
• A creative thinker who is able to bring forth new ideas and enhancements to our applications
• Able to work a flexible schedule including evenings and / or weekends
• Ability to collaborate effectively with others
• Resourceful and analytical
• Time management skills
• Strong attention to detail
• Adept at multi-tasking
• Perceptive listening skills

 

Required Education & Experience

• 2 or more years’ experience working in Customer Service
• Prior experience working in a high-tech environment  
• Degree or Diploma in any with any focus 

 

Position Type and Core Hours.

• This a full-time position, days and hours of work vary depending on company needs. 

Apply for this position

All interested applicants are requested to submit a resume and cover letter. We thank all applicants in advance for their interest but only those selected for interview process will be contacted.  No phone calls or third-party recruiters please.

 

Axiom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, among other things, or status as a qualified individual with a disability.