ERT

Customer Care Representative

JP-Tokyo
Shift
M-F, 9-5pm
Type
Regular Full-Time

Overview

In customer service, first impressions count.

 

As an ERT customer service representative you will be the voice and face of our organisation. It’s not just about handling large volumes of calls. You will provide technical expertise, support and guidance to our clients around the globe. No two queries are the same, so you’ll need to be happy in a role where you are presented with regular problems and issues and have to use your skills, knowledge and creativity to provide a really great solution.

 

We will provide all the initial training you need (in Japan and Germany) and from then onwards you‘ll get mentoring from our experienced customer service staff. For us, customer service is not just a job. It’s a career. We will work to develop your skills and opportunities and make sure you grow in the role.

 

ERT is a fun, relaxed, rapidly expanding global business and a great place to work. If you consider yourself a people person who is professional and very much solution focussed then this might just be the job for you.

 

 

Responsibilities

  • Providing phone and email support for hundreds of ERT’s clinical trials deployed at clinical sites around the world. 
  • Handling a significant volume of calls as a member of the Study Support Centre team, working at pace and by multitasking. 
  • Dealing with customer queries by phone and email, analysing the problem, figuring out options, employing solutions and checking the customers satisfaction once completed.
  • Maintaining our customer database, including the recording of client profiles and the solutions provided and generating reports from the call tracking system.
  • Working directly with our client clinical sites to ensure accessibility to our web and app software and technology.
  • Getting up to speed with our products, technical support options and learning our standard operating procedures and best practices for deploying ERT products and services.
  • Escalating issues to Tier 2 Support and working closely with them as necessary.
  • Participating in 24 hour/7 days a week on-call pager rotations.
  • Continually updating our Frequently Asked Question documents.

 

 

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. This job description and any attachments do not constitute or represent a contract.

Qualifications

 

  • Degree, BS, BA or quivalent preferred but not required.
  • This is a Tokyo based role but with global daily contacts so we’d look for candidates who can speak and write fluent business Japanese and have a very good level of spoken and written English.
  • Some experience dealing with external customers, handling calls, emails and customer problems and solutions is a must have. 
  • Familiarity with customer contact systems, spreadsheets, word processing, apps and a keen interest in technology would also be a key skill.
  • Experience in the Healthcare, medical or clinical fields would be preferred.
  • Previous work in an international organisation, dealing with differing time zones and varied languages would be a big plus.
  • Comfortable working in a fast-paced, small company environment without administrative support.
  • Good communication and written skills.

 

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