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Customer Experience Specialist


A career at our company is an ongoing journey of discovery: our 58,000 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.


Your Role

The Customer Experience Specialist is part of our Life Science Process Solutions division supporting customers in APAC excluding China. You belong to the Technical Service team and will be deeply involved in supporting and enhancing the customer experience journey. This will comprise about 80% of your job scope. You are responsible for monitoring the customer experience journey, interacting with customers across different channels to collect their voices, coordinating with local, regional or global internal stakeholders and improving the overall customer experience with the APAC excluding China Technical Service team. You will be responsible for the several projects related to customer experience, including customer satisfaction survey and dashboard, Live Chat platform, knowledge management, mobile solutions, remote solutions and e-commerce. In addition, you will have the opportunity to connect with our global colleagues as the voice of APAC while supporting implementation of global initiatives for improving overall customer experience, e.g. digital transformation within the organization. In order to fulfill the dynamic business needs internally, you will also be required to manage and generate reports and presentation files regularly for internal stakeholders.


For the remaining 20% of the job scope, you will be responsible for supporting customer cases related to product quality and technical enquiries for the Process Solutions product portfolio. You will be expected to collaborate and communicate effectively with cross-functional colleagues including Sales, Customer Application, Field Service, Quality Services across different geographies. You will be the complaint owner in the product quality complaint management process, including customer communication, logging complaint in TrackWise system, coordinating product decontamination & return, drafting, and reporting of customer-facing letter etc. In addition, you will be responding and communicating with customers (external and internal) on their technical requests and enquiries.


Who You Are

  • Bachelor's degree in Scientific field or relevant qualification in Marketing, Communications, or Business Management with direct experience in biopharmaceutical or bioprocessing industry
  • At least 3-5 years' experience in customer experience or a similar customer support role.
  • Working experience at biopharmaceutical industry or biopharmaceutical solution provider is preferred.
  • Experience with digital marketing or implementation of digital platforms is a plus.
  • Passionate and genuinely interested in supporting and resolving customers’ issues.
  • Extensive experience in gathering and interpreting customer experience information.
  • Solid knowledge of online customer engagement platforms and channels.
  • Proficiency in MS Office, as well as CX and CRM software, such as SFDC or Qualtrics.
  • Exceptional interpersonal skills and a client-centered approach.
  • Excellent communication, collaboration, and problem-solving skills.
  • Good at project management and data analytics.
  • Good command of English both oral and written.


What we offer:  With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!


Curious? Apply and find more information at https://jobs.vibrantm.com


Job Requisition ID:  227055
Location:  Singapore
Career Level:  D - Professional (4-9 years)
Working time model:  full-time

Careers during Covid-19
Thank you for visiting our careers website, we are always looking for curious minds to join our teams. We understand how much the world is being impacted by the Covid-19 crisis and we want to assure you that your safety is very important to us. To ensure that everyone’s health is protected, instead of a standard face-to-face interview, it is likely that you will be offered alternative digital interview options. 

US employees must be fully vaccinated against COVID-19 prior to your start date unless an accommodation is granted by the Company. The Company uses the definition of “fully vaccinated” assigned by the Centers for Disease Control & Prevention for purposes of considering satisfaction of this requirement which is a condition of employment.

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request.  You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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