Customer Service Agent, English & Japanese

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

📋 Description

• Act as the initial point of contact for inquiries via phone, email, web, and chat from both internal and external stakeholders.

• Assess and prioritize incoming requests to determine urgency, clinical risk, and the appropriate resolution pathway.

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

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

• Uphold a high level of customer service characterized by empathy, clarity, accountability, and thorough follow-through.

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

• Process user requests to create accounts and manage access rights across various systems or applications.

• Update learning curricula and distribute training invitations.

• Monitor cases proactively, ensuring they receive ongoing follow-up and extensive support until resolved.

• Offer support for both pharmaceutical and vaccine-related systems, including urgent temperature-excursion requests.

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

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

⛳️ Requirements

• Proficient in both English and Japanese (written and spoken).

• Excellent communication and customer service skills, demonstrating empathy and clarity.

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

• Prior helpdesk or service desk experience 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 minimum speeds of 15Mbps upload and 30Mbps download.

• Requires a private, quiet office space free from interruptions to conduct professional calls on behalf of a client.

• Willingness to support rotating shifts, including weekends and holidays as necessary.

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

🏝️ Benefits

• Internet allowance.

• Private health insurance.