Applyπ United States
π§ Full-Time
πΈ 30.0 - 32.0 USD per hour
π Healthcare, biotechnology, or diagnostics industry
π’ Company: Nateraπ₯ 1001-5000π° $250,000,000 Post-IPO Equity over 1 year agoπ« Last layoff about 2 years agoWomen'sBiotechnologyMedicalGeneticsHealth Diagnostics
- Strong communication skills, with fluency in English and Japanese
- Two-year degree and/or 4 years minimum of related experience, undergraduate degree preferred
- Previous customer service experience, ideally in the healthcare, biotechnology, or diagnostics industry
- Ability to work independently and as part of a global team
- Excellent problem-solving skills and attention to detail. Ability to complete tasks in a resourceful and efficient manner
- Proficient in using CRM software and customer support tools
- 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. 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 in our customer service applications
- Collaborate with internal teams such as sales, product development, and lab operations 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 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, etcβ¦) 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 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
SalesforceCommunication SkillsCustomer serviceMicrosoft OfficeRESTful APIsAttention to detailMultitaskingExcellent communication skillsProblem-solving skillsFluency in EnglishTroubleshootingActive listeningTechnical supportCRMCustomer supportEnglish communication
Posted about 4 hours ago
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