Japan Customer Support Representative (Healthcare)

Location: Japan

Company

Global leader in cell-free DNA testing for oncology, women’s health, organ health, personalized genetic testing, and diagnostics.

What you will do

• Provide timely and accurate support to Japanese customers and Japan-based sales teams through phone, email, and electronic channels.
• Manage high-volume customer accounts, investigate inquiries, identify root causes, and communicate resolutions clearly.
• Coordinate with sales, logistics, shipping, and international customer support teams to resolve missing information, customs, delivery, kit, and sample issues.
• Document customer interactions, follow-ups, common issues, and feedback for process or product improvements.
• Provide training and educational support on test ordering processes and help mentor new employees.
• Assist with customer service tool upgrades, new tool development, special projects, and related business needs.

Requirements

• Fluent Japanese and English proficiency for email correspondence are required.
• Undergraduate degree and/or at least three years of related experience.
• Previous customer service experience, ideally in healthcare, biotechnology, medical devices, diagnostics, or a related field.
• Strong communication, interpersonal, organizational, critical-thinking, problem-solving, and attention-to-detail skills.
• Ability to work independently, manage multiple customer and stakeholder needs, de-escalate challenging interactions, and adapt to a fast-paced environment.
• Completion of HIPAA/PHI privacy, policy and procedure compliance, and security training within the first 30 days of hire is required.

Culture & Benefits

• Collaborative environment with statisticians, geneticists, doctors, laboratory scientists, business professionals, and software engineers.
• Medical, dental, vision, life, and disability plans for eligible employees and dependents.
• Free testing for employees and immediate family members, plus fertility care benefits.
• Pregnancy and baby bonding leave, 401(k) benefits, commuter benefits, and an employee referral program.
• Inclusive workplace focused on personalized diagnostics and improved disease management.