Join 4G Clinical and make a real impact in the world of global clinical trials. Our mission-driven company values innovation and change and we're looking for a Customer Support Associate who shares our passion to shape the future of our company. As a team member, you'll have the opportunity to contribute your unique ideas and have them valued. Come work with purpose, collaborate with a talented team, and have fun doing it!
The Customer Support Associate is responsible for the following:
- Work with our customers to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business.
- Learn and apply the best practices for Customer Excellence.
- Follow established procedures and guidelines and provide suggestions to help drive positive process improvements.
- Serve customers by answering inquiries, fulfilling requests, and maintaining the database.
- Responsible for handling calls from new and existing customers regarding a variety of requests.
- Respond to customer needs in a timely manner and takes immediate action to address issues as they arise.
- Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems.
- Ensure communication is properly documented in the Event Tracking tool.
- Provide off hours coverage on a predetermined schedule supplied by the Lead or Senior Customer Support Associate.
- Provide coverage on weekend, holidays and OT as needed and/or as scheduled by the Lead or Senior Customer Support Associate.
- Able to work in the event of any services outages i.e. power, phone, internet etc.
- Perform other duties as identified by the Lead or Sr. Customer Support Associate
- Participate in all required job training and development courses and seminars.
- Assist with system testing.
- Candidates must have native level Chinese speaking and written skills.
- JLPT Level N1
- The position requires experience as a services provider.
- The following skills are essential: customer service, troubleshooting and problem resolution.
- The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently, ability to work well in a team environment.
- Familiarity with clinical trial is desired, but not required.
Education and/or Certification Requirements
The candidate must possess a high school diploma or equivalent, and 2-4 years of relevant customer service experience. Currently pursuing a degree in healthcare, computer science, business, communication or information technology field, equivalent experience, or diploma is a plus.
