International Customer Service Representative

Summary

Join Natera as an International Customer Support Representative and provide world-class service to international customers, primarily in Japan. You will be the primary contact for the international sales team and customers, assisting healthcare professionals and laboratories. This fully remote position (US-based) requires fluency in English and Japanese. The role involves managing customer accounts, resolving inquiries, collaborating with internal teams, and providing training. You will troubleshoot issues, document interactions, and contribute to process improvements. This position requires strong communication and problem-solving skills, along with experience in customer service, ideally within healthcare or a related field.

Requirements

• 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
• Note this role must complete training related to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire

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. 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, 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 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

Preferred Qualifications

• Strong interpersonal skills and the ability to build rapport with international 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
• Experience with Salesforce, ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities
• Data collection and maintenance

Benefits

• Competitive Benefits, that include Health, Dental, and Eye Insurance
• Options for long term and short-term disability
• 401K options
• Pet care insurance
• A generous employee referral program
• Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• 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!