Concierge Customer Specialist (China)

An exciting new opportunity to join BioIVT as an experienced Concierge Customer Specialist supporting customers and key accounts in China.

Bilingual fluency in Mandarin Chinese and English is a must.

This role is based in the UK, London, Shepherd's Bush area and offers hybrid working.

We offer competitive salary and excellent benefits - details of our package will be covered with shortlisted candidates during the 1st interview.

Summary

The Concierge Customer Specialist (China) serves as the primary point of contact and strategic partner for assigned key accounts and distributors in China, managing the end-to-end customer experience across Customer Support, Quoting, and Order Processing functions. This role proactively anticipates customer needs, ensures seamless execution of all transactions, and aligns internal stakeholders to deliver exceptional service and ensure international regulatory compliance. The Concierge Customer Specialist (China) leverages deep product knowledge, strategic communication, and cross-functional collaboration to strengthen relationships, identify growth opportunities, and drive systemic resolutions for recurring challenges.

Essential Duties and Responsibilities

• Serve as the dedicated liaison for assigned key accounts and distributors in China, providing proactive, tailored communication that builds trust and strengthens relationships.
• Manage all customer functions — including support inquiries, quoting, and order processing — ensuring accuracy, compliance, and timely delivery in accordance with SLAs and company policies.
• Anticipate customer needs by monitoring account activity, identifying demand patterns, and advising on product or service solutions.
• Prepare and deliver quotes for assigned accounts, ensuring accuracy, compliance, and alignment with pricing policies.
• Process orders from start to finish, verifying details, resolving discrepancies, and maintaining complete documentation in CRM systems.
• Resolve complex or systemic issues by analyzing root causes, coordinating cross-functional teams, and implementing sustainable solutions.
• Establish and maintain robust, collaborative relationships with regional distributor partners in China, acting as their primary liaison to facilitate smooth operations and address inquiries.
• Use CRM strategically to track account activity, manage priorities, and improve workflows for assigned accounts.
• Plan ahead and manage priorities to ensure all customer deliverables are met without compromising quality.
• Align stakeholders across Sales, Operations, Finance, and other departments to ensure a unified approach to key account management.
• Develop, execute, and maintain Standard Operating Procedures (SOPs) for documentation management, cross-border biospecimen handling, foreign business risk control.
• Maintain composure and professionalism during challenging interactions, using emotional intelligence to navigate sensitive situations.
• Identify opportunities for process improvement and contribute to initiatives that enhance the customer experience for key accounts.