Customer Care Representative

Hiring By - Biostaffic

 BioPharma

Japan

Job Highlights

Not Disclosed

Posted 4 months ago
Job details
Provide front-line support to customers via phone, fax or email for all assigned product lines (which may include all or some of the following: Cardiac Safety, Respiratory and/or ePRO). Troubleshoot transmission or other equipment usage problems. Handle re-supply and report requests in a timely and efficient manner.
Essential Duties And Responsibilities
  • Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours of the receipt of the call.
  • Enter Data and maintain accurate and complete client, site and patient information in the database.
  • Assist client with any problems with equipment, hook-up, or transmission. Escalate unachievable issues to Supervisor/Manager/Project Manager.
  • Report specific clinical irregularities to the Supervisor/Manager/Project Manager.
  • Monitor fax failures and assure prompt delivery of information to the site.
  • Assist in the resolution of queries and report requests for related products processed in the used clinical application/program.
  • Report any malfunction of business related systems to Supervisor/Manager/IT.
  • Maintain production metrics as defined by Customer Care Management.
  • Receive phone calls, faxes, emails or other communications from clients requesting assistance. Evaluate the situation and provide rapid resolution to the issue.
  • Work closely with on-site and remote management by responding to and resolving customer inquiries and request for technical information.
  • Provide recommendations for service set-up, usage and troubleshooting.
Other Duties And Responsibilities
  • Perform other job duties as trained and assigned.
  • Assume other job responsibilities as directed by the Supervisor or other Customer Care Management.
Education
QUALIFICATIONS AND SKILLS NEEDED:
  • College or high school degree (or equivalent) with at least 6 months call center/help desk experience preferred. Two years of IT help desk, other IT support experience preferred.
Experience
  • Available to work all shifts.
  • Strong technical aptitude required.
  • Demonstrate superior Customer Service skills; prior help desk experience strongly preferred.
  • Multilingual skills are strongly preferred. Japanese, English are mandatory and other preferred language is Chinese.
  • Previous experience working with or knowledge of pharmaceutical, clinical or medical devices preferred.
  • Must be able to work independently and demonstrate initiative in resolve issues.
  • Exercise patience and display Customer Service skills in difficult situations and demonstrate the ability to diffuse potentially stressful situations for Clario clients.
  • Effective written and verbal communication skills; able to speak well and represent Clario in a professional manner.
  • Working knowledge of MS Office tools.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract.
The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.

Benefits Offered?

  • No

Bonus Offered?

  • No

Travel Required?

  • No

Location:

  • Japan

Global Experience Needed?

  • No

Specialized Experience Needed?

  • No

Apply before:

  • Apr 14, 2024
Company Overview
Clario
Clario

Current Openings: 0

Whether you’re running a cardiac safety, eCOA/ePRO, respiratory or imaging trial, Clario’s Science and Operational teams can advise on how to advance your trial forward. Learn more: https://clario.com/accelerating-clinical-trial-study-setup-time/ Clario is a leading healthcare research and technology company that generates the richest clinical evidence in the industry for our pharmaceutical, biotech and medical device partners. Across decentralized, hybrid and site-based trials, our deep scientific expertise, global scale and the broadest endpoint technology platform in the industry allows our partners to transform lives. Clario has the only technology platform that combines eCOA, cardiac safety, medical imaging, precision motion, and respiratory endpoints. With 30 facilities in nine countries, Clario's global team of science, technology and operational experts has helped deliver over 19,000 trials and 870 regulatory approvals for over five million patients in 120 countries. Our innovation has been transforming clinical trials for 50 years. Visit https://clario.com/ for more information.
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