Customer Care Representative (Clinical Research)

Location: Tokyo, Japan

Company

hirify.global, part of Thermo Fisher Scientific, develops technologies that help clinical research teams collect high-quality data for life-changing therapies.

What you will do

• Provide first-line support by phone, email, and other communication channels for hirify.global products and services.
• Resolve customer enquiries and troubleshoot equipment, software, connectivity, and data transmission issues.
• Maintain accurate patient, site, and study information in company systems and databases.
• Process supply and report requests in line with established service levels and study requirements.
• Monitor system activity, identify operational or clinical irregularities, and escalate complex issues to internal teams.
• Collaborate with project, management, and technical support teams while contributing to service improvement initiatives.

Requirements

• High school diploma or equivalent; a college degree is preferred.
• Previous customer service, call centre, help desk, or technical support experience.
• Strong technical aptitude and ability to troubleshoot software, hardware, and connectivity issues.
• Fluent Japanese and English, both written and verbal.
• Excellent communication, interpersonal, attention-to-detail, and problem-solving skills.
• Ability to work independently, contribute to a global team, and work a variety of shifts.

Nice to have

• Experience in healthcare, medical devices, pharmaceuticals, or clinical research.
• Proficiency with Microsoft Office applications and standard business systems.

Culture & Benefits

• Competitive compensation and benefits package.
• Flexible working arrangements supporting work-life balance.
• Professional development, career progression, comprehensive training, and ongoing learning.
• Collaborative and inclusive working environment.
• Opportunity to contribute to clinical research that improves patients' lives worldwide.