Customer Service - Level 1 Agent (English & Chinese-Mandarin speaking) - Remote based in India - Permanent project
A
Alphanumeric SystemsHealthcare, Life Sciences
India, GMTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English, Chinese-Mandarin
- Required Skills
- Communication SkillsProblem SolvingCustomer serviceAttention to detailWritten communicationMultitaskingAdaptabilityEmpathyVerbal communicationTroubleshootingTechnical support
Requirements
- 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.
Responsibilities
- 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.
- Log all Cases accurately in a ticketing system.
- Provision user requests to create accounts, add, modify or delete user access.
- Proactively monitor cases and ensure continuous follow-up until resolution.
- 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.
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