Investigate and resolve customer issues within the scope of responsibility, escalating complex or critical cases to the Headquarters / relevant internal teams when necessary.
Follow established customer service procedures and escalation guidelines.
Collect, analyse, and summarise player feedback, suggestions, and common issues.
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Monitor and manage the P58 workpool, coordinating with commercial and logistic teams to ensure timely clearance. [Full responsibility]
Coordinate closely with local field service, application, and technical teams for case resolution and escalation. [Share responsibility with country CS managers]
Create and maintain the installed base, PM plans and manage UI process and completion [Full responsibility]
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Gather, analyse, and communicate Voice of Customer (VOC), market insights, customer needs, and competitive intelligence to identify growth opportunities, inform product development, and strengthen portfolio strategy.
Develop business cases, product requirements, revenue forecasts, and evidence-generation plans in collaboration with commercial teams, ensuring alignment with customer needs and market opportunities.
Maintain a comprehensive understanding of laboratory and healthcare professional (HCP) customer segments, including clinical workflows, purchasing behaviours, market trends, unmet needs, and competitive dynamics.
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Outgoing personality, with good customer service skills.
Able to start immediately would be an added advantage.
For casual position, candidate must be available to work during peak hours especially lunch hour, able to work for long term, minimum 3 months is a plus point.
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Provide support and escalation of issues within agreed procedures and service level agreements. Manage customer’s expectations and display ownership for customer request.
Respond to customer request efficiently and escalate to other functional team as required.
Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customer.
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Plan, coordinate and execute centre-specific client engagement activities, including community events, networking activities, breakfasts, pantry initiatives and other client experiences.
Act as a client advocate by gathering and sharing client feedback, preferences and insights with the relevant leaders and teams to identify opportunities for improvement.
Manage client check-ins and check-outs, administrative matters and invoicing-related activities to support the smooth day-to-day operation of the centre.
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SEO/SEM
Social Media Marketing
Content Creation
Email Marketing
Data Analytics
Google Analytics
Google Ads
Facebook Ads
Campaign Management
Search Engine Optimization (SEO)
Video Editing
Graphic Design
Marketing Analytics
WordPress
Web Design
Web Development
SEO/SEM
Social Media Marketing
Content Creation
Email Marketing
Data Analytics
Google Analytics
Google Ads
Facebook Ads
Campaign Management
Search Engine Optimization (SEO)
Video Editing
Graphic Design
Marketing Analytics
WordPress
Web Design
Web Development