At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As an International Customer Service Representative, you'll play a vital role in providing world-class support to our international customers, with a focus on Japan. If you're passionate about delivering outstanding service, have a willingness to learn, and thrive in a fast-paced environment, we want to hear from you.
**About arenaflex**
arenaflex is a rapidly growing diagnostics company that's revolutionizing the field of genetic testing. Our cutting-edge technology and dedication to innovation have made us a leader in the industry. We're driven by a passion for elevating the science and utility of genetic testing, and we're committed to helping families identify and manage genetic diseases.
**Our Team**
Our team consists of highly dedicated professionals from world-class institutions, including statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and more. We're a collaborative and inclusive team that values diversity, empathy, and a passion for our work. When you join arenaflex, you'll work hard and grow quickly, surrounded by the elite of the industry.
**What We Offer**
* Competitive benefits, including comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents
* Free testing and fertility care benefits for employees and their immediate families
* Pregnancy and baby bonding leave, 401(k) benefits, commuter benefits, and more
* A generous employee referral program
* Opportunities for growth and professional development in a dynamic and innovative company
* A collaborative and inclusive work environment that values diversity, empathy, and a passion for our work
**Job Summary**
As an International Customer Service Representative, you'll be the primary point of contact for our international Sales team and customers. You'll provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels. You'll manage high volumes of international customer accounts and their support needs, resolve customer inquiries and issues promptly, and communicate the resolution clearly and logically.
**Key Responsibilities**
* Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels
* Manage high volumes of international customer accounts and their support needs
* Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically
* 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 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
* Proficient in using CRM software and customer support tools
* 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
**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
**Work Environment and Physical Demands**
* 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
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a willingness to learn, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to reviewing your application and discussing this opportunity further.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes people of different backgrounds, experiences, abilities, and perspectives. We're committed to ensuring a diverse and inclusive workplace environment and welcome applications from qualified candidates 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.
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