International Customer Service Representative (Evening Shift)

JOB SUMMARY: The International Customer Support Representative provides world class service to our international customers, with a focus on Japan. This position will serve as the primary point of contact for our international Sales team and international 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.

**This position requires fluency in both English and Japanese**

LOCATION: Fully remote, as long as you are located within the United States.

SCHEDULE: This position will provide support to customers located in Japan, so working hours will depend on the time zone that you are located in (see below). The work week will be Sunday - Thursday.

Hawaii-Aleutian Time: 1:00 PM - 7:00 PM HAST

Pacific Standard Time: 4:00 PM - 12:00 AM PST

Mountain Standard Time: 5:00 PM - 1:00 AM MST

Central Standard Time: 6:00 PM - 2:00 AM CST

Eastern Standard Time: 7:00 PM - 3:00 AM EST

PRIMARY 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

QUALIFICATIONS

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

KNOWLEDGE, SKILLS, AND ABILITIES

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

PHYSICAL DEMANDS & WORK ENVIRONMENT

Fully remote position with expectations the employee has a private space to work with no distractions to protect PHI

This position requires the ability to use a computer keyboard, communicate over the telephone and read on screen and printed material

Duties may require working outside normal working hours (evenings and weekends) at times

This is a full-time position that requires minimal travel

OUR OPPORTUNITY

Driven by the passion for elevating the science and utility of genetic testing, Natera is committed to helping families identify and manage genetic diseases. Natera is a rapidly growing diagnostics company with proprietary bioinformatics and molecular technology for analyzing DNA. Our complex technology has been proven clinically and commercially in the prenatal testing space, and we are actively researching its applications in the liquid biopsy space for developing products with oncology applications.

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 about 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.