Customer Service Representative

Customer Service Representative, known internally in our business as a Participant Engagement Specialist (PES)

New Zealand Clinical Research

Clinical/Medical Research (Healthcare & Medical)

Fixed-Term, Full-Time contract - Starting ASAP until mid-April 2026

Auckland

***NATIVE JAPANESE SPEAKER ***

Company Description

Established in 2020 through the merger of Auckland Clinical Studies (ACS) and Christchurch Clinical Studies Trust (CCST), NZCR is at the forefront of early-phase clinical research in New Zealand. With over 35 years of combined research excellence, we have successfully completed 750 trials involving 15,000 participants, showcasing our commitment to advancing medical research. Our physician-led, world-class research units in Auckland, Christchurch, Wellington, and Hamilton conduct complex studies in both healthy participants and patient populations. Partnering with global pharmaceutical and biotech companies, we deliver excellence in clinical research and explore potential new medicines. Recognizing the pivotal role of study participants, NZCR prioritizes their safety and comfort through detailed study information, expert clinical care, and comprehensive support services.

Our Values

At NZCR, our core values guide our actions and decisions:

• We Do What's Right
• We're In It Together
• We Strive for Excellence
• We Find Better Ways

The Role

You will play a crucial role in recruiting suitable participants for our clinical trials. Your responsibilities will include:

• Engaging with potential participants: Communicate clinical trial information effectively via social media, text, email, and phone.
• Screening and assessing candidates: Use our screening checklist to determine the eligibility of potential participants.
• Promoting our studies: Utilize marketing resources to generate interest in upcoming and active studies.
• Supporting clinical staff: Collaborate with clinical staff to address medical queries related to study participation.
• Administrative duties: Ensure accurate data entry and maintenance of the Clinical Trial Management System (CTMS).
• Team collaboration: Work under the guidance of the Participant Engagement Team Lead to meet targets and deadlines.
• Assisting with recruitment: Support Study Coordinators in managing subjects during screening and admission.

About you:

This study is focused on our Japanese speaking demographic - therefore you will be a native Japanese speaker as you will be communicating with participants in Japanese, helping them understand questions about the study and act as a bridge to help them feel re-assured and safe.

You demonstrate exceptional professionalism, patience, and a "people-first" attitude by engaging with our study and trial participants and patients.

Your problem-solving abilities, attentiveness, and emotional intelligence are top-notch.

You communicate clearly and write effectively, showcasing resourcefulness and persuasive skills.

You may have a solid grasp of science and medical terminology, or you are open to working in an environment where the day to day leans in on clinical terminology. A background in a phone based clinical admin role will be highly regarded.

You excel in fostering a cooperative work environment.

You are committed to continuous improvement, both for yourself and your colleagues, and are proficient in using networked computers, Microsoft Office applications, and general databases.

What We Offer:

• We are in growth mode, as evidenced by this vacancy. Be part of our journey as we help advance global health.
• A dynamic and supportive work environment.
• Opportunities for professional growth and development.
• The chance to contribute to groundbreaking clinical research.
• An in-house Wellbeing Connections Program.
• Boost Employee Benefits Program.
• Discretionary short term incentive payment.

For more information about NZCR visit 

If you are interested in this great opportunity and you are available, please click Apply for this job to submit your CV and cover letter.

**To apply for this role, you must have a right to work in NZ.

When you apply for this role, you consent to us sharing your information with our sister company, Optimal Clinical Trials, where additional opportunities for career growth and development may arise.