Customer Care Representative

About the role

As a Customer Care Representative at Clario, you will provide front‑line support to customers via phone and email for various product lines such as Cardiac Safety, Respiratory and ePRO. You will troubleshoot equipment and transmission issues, handle re‑supply and report requests, and ensure timely resolution of client inquiries.

Key responsibilities

• Obtain demographic and visit information from incoming calls and resolve issues within 24 hours.
• Enter and maintain accurate client, site and patient data in the database.
• Troubleshoot equipment, hook‑up, and transmission problems; escalate unresolvable issues to management.
• Monitor fax failures and ensure prompt delivery of information.
• Assist with queries and report requests related to clinical applications.
• Report system malfunctions to IT and maintain production metrics.
• Provide rapid resolution to customer inquiries and recommend service set‑up, usage and troubleshooting.

Required profile

• College or high‑school degree (or equivalent) with at least 1 year of call‑center or help‑desk experience.
• 2 years of IT help‑desk or related technical support experience preferred.
• Strong technical aptitude and ability to work independently.
• Excellent customer‑service skills; ability to handle difficult situations.
• Fluency in English and Chinese; additional languages are a plus.
• Experience or knowledge of pharmaceutical, clinical or medical‑device environments is preferred.

Required skills

• IT help‑desk support
• Equipment troubleshooting
• Clinical application usage

What we offer

• Competitive compensation
• Flexible working arrangements supporting work‑life balance
• Opportunities for professional development and career growth
• Collaborative, global team environment