Customer Service - Level 1 Agent (English & Chinese-Mandarin speaking) - Remote based in India - Permanent project

Fluent in English and Chinese-Mandarin (written and spoken). Strong communication and customer service skills with empathy and clarity. Ability to multitask under pressure and maintain attention to detail. Previous helpdesk or service desk experience is a plus. Life sciences or healthcare background preferred. Comfortable with technology and quick to learn new systems. Proficiency in ServiceNow or similar case/ticketing systems is a plus. Hardwired internet connection with minimum internet speeds of 15Mbps upload and 30Mbps download. Must have a private and quiet office space free of interruption. Flexibility to support rotating shifts, including weekends and holidays as required. High level of integrity and professionalism when handling sensitive clinical information.

Serve as the first-point-of-contact for phone, email, web, and chat inquiries. Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. Provide direct resolution for common issues and escalate complex issues. Communicate clearly in high-stress situations and manage user expectations. Maintain a high standard of customer service. Log all Cases accurately in a ticketing system (ServiceNow). Provision user requests for account creation, modification, or deletion. Proactively monitor cases and ensure continuous follow-up and user support. Provide support for pharma and vaccine-related systems. Act as a frontline Subject Matter Expert for a specific medication-related clinical system. Adhere to all established Key Performance Indicators.