Assistant Customer Service Officer

HK10385-CELKI Celki International Limited; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

Celki International Limited in Hong Kong is seeking a customer service professional to support order management and patient care for respiratory and diabetes devices. You will handle end-to-end orders, coordinate deliveries and monitor schedules to ensure timely fulfillment.

You will assist patients with device setup, respond to inquiries with empathy, and support call centre operations. Fluency in Chinese and English and a patient, positive personality are essential.

Qualifications

• Experience in customer service or call centre preferred.
• Bilingual Chinese & English communication.
• Patient, pleasant personality with a positive attitude.
• Experience in other fields considered.

Responsibilities

• Handle end-to-end patient orders and coordinate delivery schedules.
• Assist patients with device setup, operation and ongoing usage guidance.
• Respond to patient inquiries with empathy, accuracy and compliance.
• Manage inbound calls from patients, caregivers, and healthcare providers, incl. basic troubleshooting.

Skills

Customer service experience

Bilingual Chinese/English

Empathy

Communication skills

Education

Higher Diploma or above

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.

Responsibilities

• 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.

Requirements

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 with positive attitude communication skill
• Good command in written and spoken Chinese & English

About Air Liquide

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.

Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment.

Discover what your professional journey at Air Liquide could be here!

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