The opportunity
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.
What you'll do
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
What they're looking for
- 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
