Bilingual International Customer Support Representative

United StatesRemote

Responsibilities

Manage high volume of international customer accounts and their support needs •
Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause •
Document all customer interactions, communications, actions taken, and follow ups in our customer service applications •
Collaborate with internal teams such as sales, product development, and lab operations to ensure customer needs are met effectively •
Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples •
Track and report common customer issues, providing feedback for process improvements or product enhancements •
Lead or support special projects and other duties as required to meet business needs •

experience throughout the entire customer journey. The ideal candidate will be passionate about providing excellent support and a willingness to quickly learn about our products and services.
This role requires the ability to work independently, multi-task, and use critical thinking skills to troubleshoot and resolve issues in a timely manner. PRIMARY RESPONSIBILITIES •
Two-year degree and/or 4 years minimum of related experience, undergraduate degree preferred •
Previous customer service experience, ideally in the healthcare, biotechnology, or diagnostics industry •
Ability to work independently and as part of a global team •
Excellent problem-solving skills and attention to detail. Ability to complete tasks in a resourceful and efficient manner •
Proficient in using CRM software and customer support tools •
Ability to work in a fast-paced environment and adaptable to change • A self-starter •
Knowledge of customer service principles and practices •
Experience in both phone and written customer support •
Knowledge of administrative procedures and protocols •
Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar •
Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities •