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. 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.
PRIMARY RESPONSIBILITIES
- 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
- 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
- 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 (Protected Health Information) 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 Japanese and English proficiency for corresponding via E-mail
- Undergraduate degree and/or 3 years minimum of related experience
- Previous customer service experience, ideally in the healthcare, biotechnology, medical device, or diagnostics industry
- Ability to work independently
- Problem-solving mindset and attention to detail. Ability to complete tasks in a resourceful and efficient manner
- Note this role must complete training related to HIPAA(Health Insurance Protability and Accountability)/PHI(Protected Health Information) 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 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
OUR OPPORTUNITY
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.
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 for 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.
WHAT WE OFFER
Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, 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!
For more information, visit www.natera.com.
Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.
All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.
If you are based in California, we encourage you to read this important information for California residents.
Link: https://www.natera.com/notice-of-data-collection-california-residents/
Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.
For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page
Skills Required
- Fluency in Japanese and English proficiency for email correspondence
- Undergraduate degree and/or at least 3 years of related experience
- Previous customer service experience
- Ability to work independently
- Problem-solving skills and attention to detail
- Experience supporting customers by phone and in writing
- Intermediate knowledge of Microsoft Office applications
- Ability to maintain professionalism during escalated situations
- Healthcare, biotechnology, medical device, or diagnostics industry experience
Natera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Natera and has not been reviewed or approved by Natera.
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Healthcare Strength — Medical plan choice, fertility support, and free Natera tests for employees and families are emphasized alongside dental, vision, and life/disability coverage. These elements indicate robust core health coverage.
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Equity Value & Accessibility — An Employee Stock Purchase Plan is available, and equity is described as a significant part of compensation in some roles. This accessibility to ownership can meaningfully augment overall pay.
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Leave & Time Off Breadth — A flexible, no‑accrual PTO policy and parental leave are positioned as part of the package. This breadth suggests meaningful time‑off provisions are included.
Natera Insights
What We Do
Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. Where some set out to build a test, we set out to achieve a mission: change the management of disease worldwide by using DNA testing to proactively inform treatment. Through a cfDNA technology platform approach, we've pioneered noninvasive testing in unlimited applications—each with their own potential to revolutionize care for patients. #TeamNatera includes clinicians, scientists, biostatisticians, researchers, and laboratory professionals from around the world. Our diverse teams blend a passion for patients with deep clinical, scientific, and technological roots. Natera’s tests are validated by more than 100 peer-reviewed publications that demonstrate high accuracy.
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