Customer Support Representative - APAC

Position Overview

• Location Type: Flexible (Supports different time zones)
• Employment Type: Full-time
• Salary: Not specified

Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.

Responsibilities

• Respond to and resolve product, service, and order inquiries and problems via email, chat, and phone.
  • Identify the cause of the problem.
  • Collaborate with other stakeholders to develop a solution.
  • Present the solution to the customer.
  • Follow up to ensure the customer is completely satisfied.
• Process sales purchase orders by entering and validating the accuracy of information provided by customers and sales staff. Resolve any errors effectively and efficiently.
• Provide information and guidance to help customers:
  • Decide which product to buy.
  • Navigate and use our ecommerce website.
  • Understand the status of their order.
• Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.
• Generate sales quotes for sales reps within Salesforce quote to cash system.
• For Japan position: Provide guidance on Asia region import / export logistics and compliance.

What You’ll Bring to the Team

• Bachelor’s degree, preferably in life sciences or a related field.
• Commitment to complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards.
• Ability to meet regulatory requirements, customer requirements, and established QMS/ISMS policies and procedures.

Application Instructions

• Not specified in the provided text.

Company Information

Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. They are focused on engineering how organisms produce cures to diseases, make everyday chemicals by using the atmosphere as the carbon source, enable plants to make their own fertilizers, and to create in-vivo diagnostics that alert us when we are sick, and many more applications.