Customer Care Representative at Clairo

Tokyo, Japan

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Clinical ResearchIndustries

Requirements

College or high school degree (or equivalent)
At least 1 year call center/help desk experience preferred; 2 years of IT help desk or other IT support experience preferred
Available to work all shifts
Strong technical aptitude
Superior customer service skills; prior help desk experience strongly preferred
Multilingual skills strongly preferred (Japanese and English mandatory; Chinese preferred)
Previous experience working with or knowledge of pharmaceutical, clinical, or medical devices preferred
Ability to work independently and demonstrate initiative in resolving issues
Ability to exercise patience, display customer service skills in difficult situations, and diffuse potentially stressful situations
Effective written and verbal communication skills; able to speak well and represent the company professionally
Working knowledge of MS Office tools

Responsibilities

Provide front-line support to customers via phone, chat, or email for assigned product lines (Cardiac Safety, Respiratory, and/or ePRO)
Troubleshoot transmission or other equipment usage problems
Handle re-supply and report requests in a timely and efficient manner
Obtain demographic and visit information for all incoming calls for assigned product lines and resolve any outstanding issues within 24 hours
Enter data and maintain accurate and complete client, site, and patient information in the database
Assist clients with problems with equipment, hook-up, or transmission; escalate unachievable issues to Supervisor/Manager/Project Manager
Report specific clinical irregularities to Supervisor/Manager/Project Manager
Monitor fax failures and assure prompt delivery of information to the site
Assist in the resolution of queries and report requests for related products processed in the used clinical application/program
Report any malfunction of business-related systems to Supervisor/Manager/IT
Maintain production metrics as defined by Customer Care Management
Receive phone calls, faxes, emails, or other communications from clients requesting assistance; evaluate the situation and provide rapid resolution
Work closely with on-site and remote management by responding to and resolving customer inquiries and requests for technical information
Provide recommendations for service set-up, usage, and troubleshooting
Perform other job duties as trained and assigned
Assume other job responsibilities as directed by Supervisor or Customer Care Management

Skills

Customer Service

Help Desk

IT Support

Troubleshooting

Data Entry

Phone Support

Chat Support

Email Support

Clairo

Generates clinical evidence for trials

About Clairo

Clario specializes in generating clinical evidence for medical research by utilizing a comprehensive technology platform. Their services support various types of clinical trials, including decentralized, hybrid, and site-based trials. Clario's approach combines nearly 50 years of experience with a vast network of facilities across nine countries, allowing them to conduct a significant number of clinical trials and regulatory approvals. What sets Clario apart from competitors is their extensive expertise and the ability to provide a wide range of endpoint technologies, which enhances the quality of evidence produced. The company's goal is to empower partners in the healthcare industry to improve patient outcomes through reliable and rich clinical data.

London, United KingdomHeadquarters

1972Year Founded

$29.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Biotechnology, HealthcareIndustries

5,001-10,000Employees

Benefits

Competitive and equitable total rewards package

Physical, mental and financial health and wellness

Flexible working approach

Risks

Increased competition from AI-driven platforms like Medable may threaten Clario's market share.

The IPO filing may lead to investor pressure for rapid financial returns, affecting strategy.

AI integration from ArtiQ poses data privacy and compliance risks, especially in the EU.

Differentiation

Clario offers a comprehensive endpoint technology platform for diverse clinical trial models.

The company has nearly 50 years of experience in clinical trial technology solutions.

Clario's global presence includes 30 facilities across North America, Europe, and Asia Pacific.

Upsides

Clario's IPO aims for a valuation of over $10 billion, indicating strong market confidence.

The FDA clearance of SpiroSphere® with wireless ECG enhances Clario's clinical trial capabilities.

Clario's acquisition of ArtiQ boosts its AI capabilities in respiratory clinical trials.

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