**Experienced International Customer Service Representative – Evening Shift at arenaflex**
Join arenaflex, a rapidly growing diagnostics company, as we revolutionize the field of genetic testing and disease management. We are seeking an experienced International Customer Service Representative to join our evening shift team. As a key member of our global customer support team, you will provide world-class service to our international customers, with a focus on Japan. This is an exciting opportunity to work with a talented team of professionals who are passionate about making a difference in the lives of our customers.
**About arenaflex**
arenaflex is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our mission 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. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives.
**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. The ideal candidate will be passionate about providing excellent support and a willingness to quickly learn about our products and services.
**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 arenaflex training requirements and assist with mentoring and training new employees on international support processes
**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
**Work Environment and Culture**
* 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
* arenaflex is committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives
**Compensation and Benefits**
* Competitive salary range: $30-$32 USD
* Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents
* Free testing for employees and their immediate families
* Fertility care benefits
* Pregnancy and baby bonding leave
* 401k benefits
* Commuter benefits
* Generous employee referral program
* Opportunities for career growth and professional development
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about providing world-class service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!
**Note**
arenaflex is 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. 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.
Apply Now
**About arenaflex**
arenaflex is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our mission 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. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives.
**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. The ideal candidate will be passionate about providing excellent support and a willingness to quickly learn about our products and services.
**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 arenaflex training requirements and assist with mentoring and training new employees on international support processes
**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
**Work Environment and Culture**
* 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
* arenaflex is committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives
**Compensation and Benefits**
* Competitive salary range: $30-$32 USD
* Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents
* Free testing for employees and their immediate families
* Fertility care benefits
* Pregnancy and baby bonding leave
* 401k benefits
* Commuter benefits
* Generous employee referral program
* Opportunities for career growth and professional development
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about providing world-class service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!
**Note**
arenaflex is 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. 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.
Apply Now