Assistant Customer Service Officer

Air Liquide; Hong Kong; On-site; HKD 201,000 - 312,000; Full time

Job summary

Air Liquide in Hong Kong seeks a dedicated Customer Service Specialist to support Celki VitalAire’s patient care operations. You will manage end-to-end patient orders, schedule deliveries, and ensure accurate, timely fulfillment in line with healthcare guidelines.

You will assist patients with device usage, respond to queries, and handle inbound calls from patients, caregivers and providers. Fluency in Chinese and English is required; prior call centre experience is a plus.

Qualifications

• Higher Diploma or above.
• Experience in customer service / call centre is an advantage.
• Ability to communicate in Chinese and English.

Responsibilities

• Handle end-to-end patient purchase orders using the ERP system.
• Arrange and monitor delivery schedules to ensure timely fulfillment.
• Assist patients with setup and usage of Diabetes and Enteral Feeding Pump products.
• Respond to patient queries promptly with empathy and accuracy.

Skills

Customer service

Call center

Communication skills

Bilingual (Cantonese/English)

Education

Higher Diploma or above

Tools

ERP system

Job description

Since 1987, Celki VitalAire has been a leading provider of respiratory care (oxygen therapy, ventilation and sleep apnea treatment), diabetes care and breastfeeding solutions to medical professionals and patients in Hong Kong and Macau. Celki VitalAire has become a part of Air Liquide since 2007 and employs over 120 employees that serve over 12,000 patients and healthcare professionals in the region.

How will you CONTRIBUTE and GROW?

1. Order Management & Fulfillment

• Handle end-to-end patient purchase orders using the ERP system.
• Arrange and monitor delivery schedules to ensure accurate and timely fulfillment of patient orders.

2. Patient Support & Experience

• Assist patients with the setup, operation, and ongoing usage of Diabetes and Enteral Feeding Pump products to ensure smooth onboarding and continuous adherence.
• Address patient queries promptly and provide clear, empathetic guidance to ensure confidence in using their medical devices.

3. Patient Feedback & Service Responsiveness

• Serve as a primary point of contact for patient feedback, inquiries, and special requests.
• Respond to patient needs efficiently while maintaining high standards of empathy, accuracy, and compliance with healthcare service guidelines.

4. Call Handling

• Support general call centre operations by managing inbound phone calls from patients, caregivers, and healthcare providers.
• Address phone inquiries regarding device usage, order statuses, delivery updates, and basic technical troubleshooting.

Are you a MATCH?

• Higher Diploma or above
• Experience in customer service / call centre is an advantage
• Applicant with experience of other field / industry will also be considered
• Patient, pleasant personality withpositive attitude communication skill
• Good command in written and spoken Chinese & English

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences Make Our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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