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