Customer Support - Healthcare (#1491)

Confidential Summary – Customer Support Specialist (Japan)

Purpose:
This role supports operations for a global healthcare company focused on improving early detection and treatment outcomes. The position ensures seamless service delivery for diagnostic testing in Japan by coordinating between local healthcare providers, laboratories, and international teams.

Role Overview

Based in Tokyo, the Customer Support Specialist oversees end-to-end operational support — from onboarding medical institutions and managing orders to handling inquiries, resolving issues, and ensuring timely test result delivery. The position plays a key role in maintaining high service quality and customer satisfaction.

Main Responsibilities

• Account & Onboarding: Support registration and onboarding for healthcare providers and clinical laboratories.

• Order & Logistics Management: Track the full order lifecycle—from submission and sample collection to report delivery.

• Customer Service: Handle phone and email inquiries, provide technical assistance, and escalate complex cases appropriately.

• Data & Billing Support: Maintain accurate records and assist with billing and invoice follow-up.

• Process Optimization: Help develop and document operational workflows and train colleagues or partners as needed.

• Collaboration: Work closely with internal teams in Japan and overseas to align on procedures and deliver a consistent customer experience.

Requirements

Minimum:

• Bachelor’s degree.

• 3+ years of customer service or operations experience.

• Proficiency in Microsoft Office and data management tools.

• Native-level Japanese and business-level English (email communication).

• Legally authorized to work in Japan (no visa sponsorship available).

Required Skills:

• Strong multitasking and problem-solving ability.

• Familiarity with operational process design and documentation.

• Adaptability to new IT systems and tools.

• Strong communication and customer engagement skills.

• Motivation to continuously improve English proficiency.

Preferred:

• Experience in healthcare, diagnostics, or life sciences operations.

• Familiarity with CRM tools (e.g., Salesforce or similar).

• Background in medical coordination, consultation, or patient support.

In Summary:
A Tokyo-based bilingual operations specialist responsible for supporting healthcare providers and laboratories, ensuring smooth coordination, efficient service, and exceptional customer experience within the diagnostic testing field.