Customer Service Agent, Level 1, English Speaking

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

📋 Description

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

• Assess and prioritize incoming requests to identify urgency, clinical risk, and the necessary resolution path.

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

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

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

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

• Process user requests to create accounts and to add, modify, or remove access to various systems or applications.

• Update learning curriculums and distribute training invitations.

• Actively monitor cases to ensure continuous follow-up and comprehensive user support until issues are resolved.

• Provide assistance 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 metrics.

⛳️ Requirements

• Proficiency in English (both written and verbal).

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

• Capability to multitask under pressure while maintaining attention to detail.

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

• Comfortable with technology and quick to learn new systems.

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

🏝️ Benefits

• Internet allowance

• Private health insurance

• Comprehensive training provided

• Access to numerous E-Learning courses