Customer Service Specialist - Japanese Speaker

Abcam Singapore Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading life sciences company is seeking a Customer Service Specialist in Singapore. This hybrid role involves handling customer inquiries across multiple channels, processing orders, and ensuring customer satisfaction. Candidates should be fluent in Japanese and English, with a customer-centric mindset and strong multitasking abilities.

Qualifications

• Fluent in Japanese and English is essential.
• Customer-centric mindset with tNPS being a core KPI.
• Takes ownership and initiative to handle customer concerns.

Responsibilities

• Handle queries on delivery, stock, and quotes for APAC including Japan.
• Process and manage orders for Japanese distributor partners.
• Deal with customer complaints and escalated cases.

Skills

Japanese

English

Customer-centric mindset

Ownership

Multitasking

Job description

Job Description Summary: Interacts with customers over the phone or via email to identify needs and determine appropriate action or escalate for further review. May provide quotes, process sales order, document customer complaints, and respond to customer service needs, including shipment, billing and warranty issues, and basic product inquiries. May provide in-house training on non-technical customer support.

Job Description:

For over 25 years, Abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.

We believe that to continue making progress, we need to work together, each bringing our own unique perspectives to make an impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly drive science forward.

The Customer Service Specialist is responsible for ensuring that our customers’ queries are handled professionally and orders are placed within the expected deadlines

This position reports to the Mission Prep Manager and is part of the Mission Prep department located in Singapore and will be hybrid. At Abcam, our vision is to be the most influential life sciences company for researchers worldwide.

In this role, you will have the opportunity to:

• Handle APAC including Japan end customers/distributors' queries on a wide range of topics including but not limited to delivery dates, stock availability, documentation and quotes
• Process and manage orders for our Japanese distributor partners
• Manage inbound contacts via 3 channels including phone, email and live chat
• Deal with all hypercare situations including dealing with complaint and escalated customer cases
• Owns each case from start to finish to ensure the customer is well informed at all stages of their experience

The essential requirements of the job include:

• Fluent in Japanese and English is essential
• Customer centric mindset with tNPS being a core KPI
• Takes ownership and initiative to handle customer concerns
• Can handle customer objections whilst showing empathy
• Ability to multitask, prioritize and meet deadlines

It would be a plus if you also possess previous experience in:

• A background in science would be helpful but is not necessary

At Abcam, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part of the time at the Company location identified above and part of the time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Abcam can provide.