Customer Care Representative

About the role

Clario, a part of Thermo Fisher Scientific, is seeking a Customer Care Representative to provide front‑line support for its clinical research product lines. You will interact with customers via phone and email, troubleshoot equipment and transmission issues, and ensure timely resolution of inquiries.

Key responsibilities

• Answer inbound calls, faxes, and emails, capture demographic and visit information, 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 unresolved cases to supervisors.
• Monitor fax failures, ensure prompt delivery of information, and report clinical irregularities.
• Assist with report requests and query resolution using the clinical application/program.
• Report system malfunctions to IT and maintain production metrics defined by Customer Care Management.

Required profile

• College or high‑school diploma (or equivalent) with at least one year of call‑center or help‑desk experience.
• Strong technical aptitude and ability to work independently.
• Excellent customer‑service skills, patience, and ability to handle difficult situations.
• Availability to work all shifts.
• Fluency in English and Chinese; additional languages are a plus.

Required skills

• IT help‑desk support.
• Equipment and transmission troubleshooting.
• Data entry and database management.

What we offer

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