Senior Officer, Client Support

The Position

• Facilitate and support users in performing research and development (R&D) activities within the lab environment
• Identify and implement workflow improvement processes to enhance laboratory efficiency and effectiveness
• Contribute to the development and implementation of new IT platforms, such as laboratory information management systems (LIMS) and service booking systems
• Ensure compliance with ISO standards and monitor quality management systems to maintain ISO certification
• Prepare and update Standard Operating Procedures (SOPs) and deliver briefings to internal teams regarding system improvements and policy enhancements
• Address customer inquiries and feedback promptly and professionally to ensure high levels of customer satisfaction
• Provide accurate and detailed information about products, services, and projects related to biomedical research
• Assist clients with troubleshooting and resolving issues related to laboratory services and products
• Engage in cross-functional collaboration to deliver excellence in customer service
• Handle procurement documents, quotations, work orders, and subsequent billing for the operations team
• Maintain and update customer databases and service-related systems to ensure the highest quality of customer service
• Provide comprehensive administrative support to the team, ensuring smooth daily operations
• Consolidate and analyze raw data to prepare statistical reports for management review
• Handle ad hoc duties as assigned 

The Candidate

• A bachelor’s degree in Life and Health Sciences, Business, Communications or other related science disciplines
• 3 years of work experience, preferably in customer engagement within a life and health sciences laboratory setting
• Higher education or professional qualifications with less experience will also be considered
• Knowledge of laboratory procedures and biomedical terminology
• Experience in quality management systems, ISO compliance, and process documentation
• A strong passion for advancing life and health technologies
• Customer-oriented and detail-minded with excellent interpersonal and communication skills
• Strong problem-solving skills to effectively address customer needs
• Proficiency in data analysis and reporting to support informed decision-making
• Familiarity with laboratory management systems or other related IT platforms is a plus
• Ability to work collaboratively within a cross-functional team environment to achieve shared goals
• Excellent organizational abilities with keen attention to detail to manage multiple tasks effectively
• A good command of both spoken and written English and Chinese (including Putonghua)

What We offer  

• Unique Work.Live.Play.Learn culture in Hong Kong’s largest Innovation & Technology ecosystem
• 5-day work week, attractive annual leave and additional special leave
• Medical benefits including dental and annual check-up from Day-1, with extended coverage to dependent(s)
• Professional training and career advancement opportunities
• Accessible to various bus service with network across different locations in HK

Interested parties please submit your application by clicking “Apply Now”.  Commencing position will be commensurate with qualifications, relevant experience, and competencies.  

The application will remain open until the position is filled. HKSTP reserves the right not to fill the position.

Personal data provided will be treated in strict confidence and used for recruitment purpose only.  All personal data collected will be used strictly in accordance with employer’s personal data policies, you can refer to the Corporation’s Privacy Policy Statement at https://www.hkstp.org/privacy-policy/

Applicants not invited for interview within 6 weeks may consider their applications unsuccessful.  Personal data of unsuccessful applicants will be retained for a maximum of two years counting from the date the vacancy has been filled.

About Hong Kong Science & Technology Parks Corporation

 
Hong Kong Science and Technology Parks Corporation (HKSTP) was established in 2001 to create a thriving I&T ecosystem grooming 13 unicorns, more than 15,000 research professionals and over 2,000 technology companies from 28 countries and regions focused on developing healthtech, AI and robotics, fintech and smart city technologies, etc.
 

More information about HKSTP is available at www.hkstp.org.