Customer Care Representative

At Clario, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. Every day, we help clinical research teams collect high-quality data that brings life-changing therapies to patients faster. It is a mission that connects us globally and gives meaning to the work we do.

As a Customer Care Representative, you will be the first point of contact for research sites, patients and study teams using Clario's technologies. Combining excellent customer service with strong technical troubleshooting skills, you will help ensure a seamless experience for users across our Cardiac Safety, Respiratory and eCOA solutions. Your support will directly contribute to the success of clinical trials taking place around the world.

What We Offer

• Competitive compensation and benefits package

• Flexible working arrangements that support work-life balance

• Opportunities for professional development and career progression within a global organisation

• Comprehensive training and ongoing learning opportunities

• A collaborative and inclusive working environment

• The opportunity to contribute to clinical research that improves patients' lives worldwide

What You'll Be Doing

• Provide first-line support via phone, email and other communication channels for customers using Clario products and services.

• Deliver a professional, responsive and customer-focused experience, resolving enquiries efficiently and accurately.

• Troubleshoot equipment, connectivity and transmission issues, providing clear guidance and support to end users.

• Capture and maintain accurate patient, site and study information within company systems and databases.

• Process supply requests, report requests and customer enquiries in accordance with established service levels.

• Monitor system activity and proactively identify issues that may impact customer experience or study operations.

• Escalate complex technical or operational issues to the appropriate internal teams and follow through to resolution.

• Identify and report clinical or operational irregularities in accordance with company procedures.

• Collaborate closely with project teams, management and technical support groups to ensure outstanding customer service.

• Maintain productivity and quality metrics while adhering to regulatory and study-specific requirements.

• Support continuous improvement initiatives by identifying opportunities to enhance processes and customer experience.

• Perform additional duties and special projects as assigned.

What We Look For

• High school diploma or equivalent required; college degree preferred.

• Previous experience in a customer service, call centre, help desk or technical support environment.

• Strong technical aptitude and the ability to troubleshoot software, hardware and connectivity issues.

• Fluent Mandarin and English language skills, both written and verbal.

• Excellent communication and interpersonal skills, with the ability to build trust and confidence with customers.

• Ability to remain calm, professional and solution-oriented in fast-paced or challenging situations.

• Strong attention to detail and a commitment to delivering high-quality service.

• Experience working within healthcare, medical device, pharmaceutical or clinical research environments is advantageous.

• Proficiency with Microsoft Office applications and standard business systems.

• Ability to work independently while contributing effectively within a global team environment.

• Flexibility to work a variety of shifts to support our global customer base.

At Clario, a part of Thermo Fisher Scientific, a part of Thermo Fisher Scientific, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you're advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.