Japanese Customer Service Agent - Remote (Canada)
A
Alphanumeric SystemsHealthcare, Life Sciences, Pharma
Canada, Japanese business hours or 7pm to 4am EST - Sunday to Thursday, availability for rotational shifts 24/7, Training hours: Monday to Friday - 2AM to 11AM ESTFull-TimeMiddle
Salary19 - 21 CAD per hour
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Job Details
- Languages
- Japanese, English
- Required Skills
- ServiceNow
Requirements
- Fluent in Japanese and English (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.
- 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.
Responsibilities
- Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners.
- Triage and convert incoming requests to determine priority, clinical risk, and required resolution path.
- Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups.
- Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates.
- Maintain a high standard of customer service (empathy, clarity, accountability, follow-through).
- 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.
- Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution.
- Provide support for both 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 ensuring urgent support and timely action.
- Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.
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