Description
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
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
Similar jobs
Est. 21,500 USD
POSITION SUMMARY: The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients…
Est. 85,000 USD
POSITION SUMMARY The Clinical Lab Supervisor is a leader in Natera’s lab operations whose role is to oversee employees' performance and serve as a liaison between employees and senior management to meet company goals and…
Est. 144,000 USD
Position Summary Natera is at the forefront of personalized genetic testing, transforming the management of disease worldwide. As we scale our life-saving diagnostics, we are fundamentally transforming our approach to so…
Est. 140,000 USD
Natera is seeking a hands-on, highly accountable Senior Manager of Network Operations to be our Austin site lead. This position will lead the day-to-day operations, reliability, and continuous improvement of a global ent…
Est. 49,480 USD
POSITION SUMMARY:The role of a Laboratory Assistant I has the ability to receive specimens with an ability to exercise independent judgement in the performance of assigned laboratory tasks. This role ensures all workflow…
Est. 128,400 USD
POSITION SUMMARY: Natera is seeking an innovative Scientist, R&D to join Natera’s Oncology Product Development Team. We are looking for a meticulous and dedicated candidate with experience in next generation sequenci…
Est. 85,000 USD
Test Coordinator Supervisor - Houston, TX Position Summary The Supervisor for the Test Coordination Team will be responsible for leading and supporting a team of Test Coordinators, ensuring excellence in patient care coo…
Est. 36,192 USD
POSITION SUMMARY Natera is currently seeking a Clinical Laboratory Associate to analyze laboratory specimens following the standard methods and procedures while maintaining equipment and instruments in good operating con…
Est. 85,000 USD
Supervisor Job Description: POSITION SUMMARYManage a team dedicated to executing Natera’s billing strategy. This essential function will lead our efforts to collect payments for our services from patients and provide sup…
Est. 150,000 USD
Join our dynamic team as a Senior Sales Engineer where you will provide vital technical support to our sales team during pre-sales and customer expansion activities. You’ll act as the go-to technical resource for securit…
Est. 134,300 USD
POSITION SUMMARY The Clinical Lab Supervisor is a leader in Natera’s lab operations whose role is to oversee employees' performance and serve as a liaison between employees and senior management to meet company goals and…
Est. 55,000 USD
POSITION SUMMARY: The Natera Test Coordinator plays a vital role in ensuring a seamless testing experience for patients. This position is responsible for scheduling and determining the most effective method for blood col…
Est. 119,450 USD
Description The Training Supervisor, Quality Assurance is responsible for supporting training initiatives to drive operational efficiency and enhance workplace performance. This position is responsible for the effective…
Est. 126,900 USD
POSITION SUMMARY: As the Histotechnologist Supervisor you will oversee the activities of the lab and Signatera team that is cutting, staining and preparing tissue samples for the pathologist view. The individual is respo…
Est. 97,680 USD
POSITION SUMMARY: The Clinical Laboratory Scientist analyzes specimens and maintains equipment in good operating condition. PRIMARY RESPONSIBILITIES: • Verify the proper specimen being analyzed and perform tests that nee…
Est. 122,150 USD
Natera is a global leader in cell-free DNA testing. We measure fetal, tumor, or donor cfDNA at the molecular level to help inform personalized health care decisions with a non-invasive test. We are looking for a highly m…
Est. 41,292 USD
POSITION SUMMARY: The Natera Test Coordinator plays a vital role in ensuring a seamless testing experience for patients. This position is responsible for scheduling and determining the most effective method for blood col…
Est. 102,600 USD
POSITION SUMMARY: Natera’s laboratory genetic counselors serve as clinical liaisons to patients and providers regarding Natera’s test offerings as well as assisting in lab operations. PRIMARY RESPONSIBILITIES: Review, fi…
Est. 178,000 USD
As the Associate/Laboratory Director, you have clinical oversight of Natera’s laboratory testing. You ensure that testing is properly performed, and applicable regulatory standards are met. You are responsible for ensuri…
Est. 176,950 USD
POSITION SUMMARY: Natera is a global leader in cell-free DNA testing. We measure fetal, tumor, or donor cfDNA at the molecular level to help inform personalized health care decisions with a non-invasive test. The Natera…
Est. 202,375 USD
This is an exciting opportunity to lead a DevOps team at Natera, a global leader in precision medicine and genomics testing. As a Senior Manager of the DevOps team inside our Data Science Production Engineering (DSPE) de…
Est. 43,444 USD
POSITION SUMMARY: This is a clinic-based position located in Sierra Vista, AZ for 20 hours per week. The Natera Test Coordinator plays a vital role in ensuring a seamless testing experience for patients. This position is…
Est. 110,000 USD
POSITION SUMMARY Natera™ is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health. Our mission is to make personalized genetic testing and diagnostics part of the standard of c…
Est. 118,575 USD
POSITION SUMMARY The Supervisor, QC Reagent will manage day-to-day operations of manufacturing and testing of consumable reagents to support production. Works closely with Manager to ensure company and Team goals are met…
Est. 107,500 USD
Territory: This role covers San Francisco, the Peninsula and North Bay. Ideal candidate must reside in either SF, the Peninsula or Mill Valley/Sausalito. We are currently looking for an Account Sales Representative (ASR)…
Est. 130,250 USD
POSITION SUMMARY: The Manager, Clinical Trials will be responsible for managing all aspects of clinical trials from start-up through close-out. The Clinical Trial Manager should have experience in managing all aspects of…
Est. 44,391 USD
POSITION SUMMARY: The Natera Test Coordinator plays a vital role in ensuring a seamless testing experience for patients. This position is responsible for scheduling and determining the most effective method for blood col…
Est. 43,680 USD
POSITION SUMMARY: This job does not qualify and/or is not eligible for sponsorship. The role of a Laboratory Assistant I has the ability to receive specimens with an ability to exercise independent judgement in the perfo…
Est. 227,500 USD
As the Associate/Laboratory Director, Oncology and one of our Laboratory Directors, you have clinical oversight of Natera’s laboratory testing. You ensure that testing is properly performed, and applicable regulatory sta…
Est. 187,875 USD
Location: Hybrid in San Carlos, CA preferred but US Remote is considered Position Overview We are seeking a highly experienced Associate Director, CDx Partnership Program Management with a proven track record across a su…