A Customer Service Senior Officer handles inbound and outbound emails, chats, and calls. Your responsibility is to analyze and respond to incoming emails, chats, and calls from the customers, troubleshoot problems, handle complaints regarding the organization’s products or services, follow-up and escalate issues according to its appropriate level, and activate Logistics and/or Test Counseling to complete the order process. You are also responsible for making outbound emails, chats, and calls to set appointments and gather survey data. Additionally, you will be doing QC check of received kits and register order information to applicable internal systems for all orders; and send reports for COVID-19 orders.