Customer Service Agent, English & Chinese-Mandarin

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary point of contact for inquiries via phone, email, web, and chat.

• Assess and prioritize incoming requests to evaluate clinical risk and determine the necessary resolution path.

• Resolve common issues directly (such as account access, system navigation, basic triage, and educational queries) and escalate more complex cases to L2/L3 Assignment Groups.

• Communicate effectively in high-pressure situations; manage user expectations and provide timely updates on case status.

• Uphold a high standard of customer service, demonstrating empathy, clarity, accountability, and follow-through.

• Accurately log all cases in a ticketing system (ServiceNow), ensuring complete categorization, priority assignment, and adherence to SLA targets.

• Process user requests to create accounts and manage user access (addition, modification, or deletion) across various systems or applications.

• Update learning curriculums and distribute training invitations.

• Actively monitor cases, ensuring continuous follow-up and extensive user support until resolution is achieved.

• Provide assistance for both pharmaceutical and vaccine-related systems, including urgent requests related to temperature excursions.

• Serve as a frontline Subject Matter Expert for a specific medication-related clinical system, ensuring prompt support and timely intervention.

• Comply with all established Key Performance Indicators, including SLA adherence and User Satisfaction feedback.

⛳️ Requirements

• Proficient in English and Chinese-Mandarin (both written and spoken).

• Excellent communication and customer service abilities, characterized by empathy and clarity.

• Capable of multitasking under pressure while maintaining a keen attention to detail.

• Previous experience in helpdesk or service desk roles is advantageous; a background in life sciences or healthcare is preferred.

• Comfortable with technology and quick to adapt to new systems.

• Familiarity with ServiceNow or similar case/ticketing systems is a plus.

• Must have a wired internet connection with a minimum upload speed of 15Mbps and a download speed of 30Mbps.

• A private and quiet office space is required to conduct professional calls without interruptions.

• Willingness to accommodate rotating shifts, including weekends and holidays as needed.

• High level of integrity and professionalism when managing sensitive clinical information.

🏝️ Benefits

• Internet allowance.

• Private health insurance.

• Comprehensive training provided.

• Access to numerous E-Learning courses.