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Position Overview
The Customer Support Specialist III, Screening - Japan (CSS) will be responsible for wide range of operations of screening portfolio within Japan, such as account set up for Health Care Providers (HCPs)and Registered Clinical Laboratory (RCL) with onboarding guidance, supporting required material delivery requested by HCPs, various types of technical issue support, frontline phone/email inquiry handling and triaging, monitoring and handling entire order lifecycle from order submission to collection and transport of samples to EXAS US laboratory until report delivery. The CSS will respond to any issues that arise in processing orders both from the US lab and from HCPs and RCL(s).Ā Duties will also include managing sales and customer data, and providing billing support if needed, such as invoicing follow-up between Exact Sciences Corporation/Exact Sciences K.K. (ESKK) and RCL(s), ESKK and Clinics.
The role of the CSS will be to help building the best infrastructure for the local business model in order to provide the best-in-class customer experience. This includes potential support to conduct training for other CS staff, sales reps, RCL(s) and HCPs. This role will ensure seamless operation of the system to achieve a successful business result and deliver the benefits of our product(s) to our customers in Japan.
This position will be based in Tokyo Office.
Essential Duties
include but are not limited to the following:
- Learns new systems and workflows for processing orders thoroughly.
- Acquires knowledge about products with curiosity and interest.
- Follows company directions and guidelines when responding to customer needs and asks for help from senior colleagues or supervisors without hesitation.
- Offers solutions using available tools and information.
- Support the design of operational processes and documentation.
- Recognizes common problems and reviews existing guidelines and procedures to understand root causes.
- Solves basic problems following standard procedures and triages non-routine inquiries to a more experienced colleague or supervisor.
- Partners with supervisor to evaluate solutions and learn problem-solving approaches for non-routine issues.
- Demonstrates attentiveness and listens respectfully to othersā opinions.
- Carries out specific tasks and responsibilities, providing information to others in a timely manner.
- Commits to providing deliverables within the given timeline.
- Works cooperatively with immediate team members to complete tasks.
- Listens to feedback from others on problems encountered with work, learning appropriate methods for the next application.
- Uses practical, prudent judgement to overcome obstacles and resolve problems.
- Interacts courteously and professionally with HCPs, customers, and occasionally patients and their families.
- Processes orders efficiently and ensures timely report delivery.
- Works harmoniously and constructively with other Customer Service staff sharing duties in the most efficient and equitable manner.
- Works effectively with cross-functional teams in EXAS across the world and RCL staff to achieve common business goals.
- Helps foster a work environment that values intellectual curiosity, a patient-centric approach to our healthcare business, tolerance, diversity and mutual respect.
- Upholds company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Supports and complies with Company-wide Quality Management System policies and procedures.
- Maintains regular and reliable physical attendance at the Tokyo office.
- Proactively maintains physical health to support full-day work at a desktop computer or in meetings.
Minimum Qualifications
- Bachelorās degree or higher from a recognized university.
- 3 years of experience in Customer Service.
- Computer skills consistent with performing the duties described.
- Fluency in Japanese (native or equal to N1 level) and sufficient English capability to read commonly used computer system language and to communicate by email with Customer Service staff in the US and other countries.
- Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.
- Ability to perform the Essential Duties of the position with or without accommodation.
Required Skills / Experience
- Implementing and standardizing new processes and procedures.
- Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
- Proficiency in Microsoft Office and data management software.
- Training and interacting with new customers, answering inquiries and resolving issues.
- Maintaining standard operating procedure documents.
- Ability to multitask.
- High adaptability to new IT tools.
- Passionate about improving English listening and speaking skills.
Preferred Skills / Experience
- Working experience in customer operation / working instruction establishment.
- Working experience in medical industries (e.g. pharma, medical devices, diagnostics).
- Medical consultation skills (e.g., pharma medical consultation, nurse, patient concierge).
- Salesforce.com operation skills / experience, or skills / experience with similar systems.
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Employment Term: This role includes a 3-month probationary period during which employment conditions remain unchanged. Employment is on an indefinite-term contract, and a one-month notice period is required for voluntary resignation, in accordance with company policy. Employees may be required to work overtime based on business needs, including occasional holiday and weekend work, with compensation provided per company policy and local labor regulation.
Salary Range:
ļæ„5,000,000 - ļæ„8,300,000
The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. Additionally, this role includes either 30 hours of overtime per month or 10 hours of midnight work per month, depending on the position. This position is also eligible for a bonus.
Employee Benefits: Exact Sciences is committed to providing a comprehensive employee experience that supports well-being and professional growth through our benefits. Learn more about our benefits by selecting the country you're interested in to view specific offerings. Based on business needs and role eligibility, relocation support may also be available in accordance with company policy.
Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.
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