Japan Customer Support Representative

The Japan Customer Support Representative provides world class service to our Japanese customers. This position will serve as the primary point of contact for our Japan Sales team and Japanese customers. This role will assist healthcare professionals, laboratories, and other internal and external partners to ensure a smooth ordering and reporting process, ensuring a smooth experience throughout the entire customer journey.  The ideal candidate will be passionate about providing excellent support and a willingness to quickly learn about our products and services. This role requires the ability to work independently, multi-task, and use critical thinking skills to troubleshoot and resolve issues in a timely manner.

PRIMARY RESPONSIBILITIES

• Provide timely and accurate information to Japanese customers and Japan teams via phone, email, and other electronic channels collaborating with international Customer Support Representative
• Manage high volume of Japanese customer accounts and their support needs
• Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause
• Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests
• Document all customer interactions, communications, actions taken, and follow ups
• Collaborate with international Customer Support Representative to ensure customer needs are met effectively
• Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples
• Provide training and educational support to our Japan internal teams and customers on test ordering processes
• Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support
• Track and report common customer issues, providing feedback for process improvements or product enhancements
• Lead or support special projects and other duties as required to meet business needs
• Assist in testing upgrades to and development of new customer service tools
• Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes
• Note this role works with PHI (Protected Health Information) on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job

QUALIFICATIONS

• Strong communication skills, with fluency in Japanese and English proficiency for corresponding via E-mail
• Undergraduate degree and/or 3 years minimum of related experience
• Previous customer service experience, ideally in the healthcare, biotechnology, medical device, or  diagnostics industry
• Ability to work independently
• Problem-solving mindset and attention to detail. Ability to complete tasks in a resourceful and efficient manner
• Note this role must complete training related to HIPAA(Health Insurance Protability and Accountability)/PHI(Protected Health Information) privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong interpersonal skills and the ability to build rapport with customers
• Empathy and patience to deal with sensitive customer situations
• Ability to de-escalate challenging customer interactions
• Excellent organizational skills and ability to balance multiple client and internal stakeholder needs
• Cultural sensitivity and awareness when interacting with customers from diverse backgrounds
• Attention to detail and critical thinking and problem-solving skills
• Ability to work in a fast-paced environment and adaptable to change
• A self-starter
• Knowledge of customer service principles and practices
• Experience in both phone and written customer support
• Knowledge of administrative procedures and protocols
• Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar
• Ability to maintain professionalism during highly escalated situations