Bilingual International Customer Support Representative | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

POSITION SUMMARY

The International Customer Support Representative provides world-class service to our international customers. This position will serve as the primary point of contact for our international Sales team and international customers. This role will assist healthcare professionals, laboratories, and other internal and external partners to ensure a smooth ordering and reporting process, ensuring a smooth 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

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels

• 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

• Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests

• 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

• Provide training and educational support to our internal teams and customers on test ordering processes

• Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support

• 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

• Assist in testing upgrades to and development of new customer service tools

• Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes

• Note this role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job

QUALIFICATIONS

• Strong communication skills, with fluency in English and Spanish

• 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

• Note this role must complete training related to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong interpersonal skills and the ability to build rapport with international customers

• Empathy and patience to deal with sensitive customer situations

• Ability to de-escalate challenging customer interactions

• Excellent organizational skills and ability to balance multiple client and internal stakeholder needs

• Cultural sensitivity and awareness when interacting with customers from diverse backgrounds

• Attention to detail and critical thinking and problem-solving skills

• 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

• Ability to maintain professionalism during highly escalated situations

Preferred Skills and Experience

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities

• Data collection and maintenance

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Fully remote position with expectations the employee has a private space to work with no distractions to protect PHI

• This position requires the ability to use a computer keyboard, communicate over the telephone and read on screen and printed material

• Duties may require working outside normal working hours (evenings and weekends) at times

• This is a full-time position that requires minimal travel

Expert Career Tips for Bilingual International Customer Support Representative Roles

To succeed in a competitive market as a Bilingual International Customer Support Representative, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Bilingual International Customer Support Representative requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Bilingual International Customer Support Representative position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.