Customer Service - Level 1 Agent (English & Chinese-Mandarin speaking) - Remote based in the Philippines - 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. Access will be made through a secure private and non-public network. Must have a private and quiet office space free of interruption to conduct professional calls. 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 inquiries from internal and external partners via phone, email, web, and chat. Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. Provide direct resolution for common issues and escalate complex issues to L2/L3 Assignment Groups. Communicate clearly in high-stress situations, manage user expectations, and provide timely status updates. Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. Provision user requests to create accounts, add, modify, or delete user access to multiple systems or applications. Edit learning curriculums and send out training invites. Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. Provide support for pharma and vaccine-related systems, including urgent temperature-excursion related requests. Act as a frontline Subject Matter Expert for a specific medication-related clinical system. Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.