Bilingual International Customer Support Representative
New
N
NateraBiotechnology
US RemoteFull-TimeMiddle
Salary23 - 26 USD per hour
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Job Details
- Languages
- English, Spanish
- Experience
- 4 years minimum of related experience
- Required Skills
- Problem SolvingMicrosoft OfficeCRMCustomer support
Requirements
- Strong communication skills with fluency in English and Spanish
- Two-year degree or 4 years minimum of related experience (undergraduate degree preferred)
- Previous customer service experience, ideally in healthcare, biotechnology, or diagnostics
- Ability to work independently and as part of a global team
- Excellent problem-solving skills and attention to detail
- Proficient in using CRM software and customer support tools
- Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar
- Ability to maintain professionalism during highly escalated situations
- Willingness to complete HIPAA/PHI privacy and security training within first 30 days
Responsibilities
- Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels
- Manage high volume of international customer accounts and their support needs
- Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically
- 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 in our customer service applications
- Collaborate with internal teams such as sales, product development, and lab operations
- Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues
- Provide training and educational support to internal teams and customers
- Track and report common customer issues for process improvements
- Lead or support special projects and assist in testing new customer service tools
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