Customer Service Specialist – APAC

Your Responsibilities

• 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.

Your profile

• Bachelor’s degree in Life Sciences, Healthcare, Business Administration, or related field.
• At least 5 years of experience in customer service or client-facing roles (preferably in healthcare, diagnostics, or biotech).
• Strong communication skills in Mandarin Chinese and English (written and spoken).
• Excellent problem-solving and multitasking abilities.
• Familiarity with customer management systems (CRM, LIMS, ERP) is highly desirable.
• Detail-oriented with a customer-first mindset.

• Experience in the healthcare or diagnostics industry.
• Familiarity with LDT regulations and laboratory workflows.
• Experience working in an international or cross-cultural environment.

Why us?

• Competitive compensation and benefits package.
• Opportunity to support the growth of CENTOGENE’s first APAC operations in Taiwan.
• Work in a dynamic, international, and mission-driven environment.
• Professional development and career advancement opportunities.
• Collaboration with global experts in genetics, bioinformatics, and diagnostics.