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JOB TITLE:
Technical Customer Care Representative(Tech-CCR)

PRIMARY FUNCTION



Customer Care Representative is the single point of initial contact within Agilent LSCA(Life Science and Chemical Analysis ) for incoming customer telephone calls.. To provide LSCA’s customers with a broad range of on line pre and post sales services(mainly is on post sales services) which includes: Agilent’s LSCA instrument technical enquiry, provide up front support for repetitive technical questions. Receiving external customer calls for supplies, service requests, product inquiries, ,and technical/sales referrals etc.

PRINCIPLE DUTIES AND RESPONSIBILITIES

--To provide assistance to customers’ analytical instrument(Gas Chromatograph , Liquid Chromatograph, Mass-Spectrometor etc.) and related instrument’s chemstation operational queries.


--Answer customers telephone calls, log and qualify the nature of the inquiries and fulfill on line or transfer it to the appropriate owner

--Maintain customer information database by updating and creating new entries to reflect customer information.

--Answer customer’s simple repetitive product usage questions

--Maintain and expand knowledge of products and services


JOB REQUIREMENTS

Must:
--Bachelor higher degree in a field related to Chemical Analysis or pharmaceutical Analysis, or equivalent combination of education or experience in a customer service
--Capable of handling multiple tasks and responsibilities

--Utilize knowledge of system and equipment to enhance productivity

--Excellent interpersonal skills and Strong organization ability

--Able to work independently and under pressure

--Can Speak Cantonese and English fluently

Prefer :
--Has lab experience of operations of ‘Analytical’ instruments, such as Mass Spectrometer, Gas Chromatograph, Liquid Chromatograph, etc.