Customer Service Agent, English & Japanese speaking

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

📋 Description

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

• Assess and prioritize incoming requests to identify clinical risk and the appropriate resolution pathway.

• Offer direct solutions for common issues such as account access, system navigation, basic triage, and educational inquiries, while escalating more complex problems to L2/L3 Assignment Groups.

• Maintain clear communication during high-pressure situations; manage user expectations and deliver timely status updates.

• Uphold a superior 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 for account creation, modifications, or deletions across various systems or applications.

• Update learning curriculums and distribute training invitations.

• Actively monitor cases to guarantee ongoing follow-up and comprehensive user support until resolution is achieved.

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

• 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 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 download speed of 30Mbps.

• Required to have a private and quiet workspace free from interruptions to conduct professional calls on behalf of a client.

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

• High level of integrity and professionalism in handling sensitive clinical information.

🏝️ Benefits

• Comprehensive training provided.

• Access to numerous E-Learning courses available.