Customer Service Agent – English, Chinese-Mandarin
Alphanumeric Systems
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- 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
- 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 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
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 to conduct professional calls
Benefits
- Internet allowance
- Private health insurance
- Full training provided
- Dozens of E-Learning courses available
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ticketing systemsServiceNowcase managementuser access provisioningtriagesystem navigationcustomer servicelearning curriculum editingtemperature excursion managementclinical system support
Soft skills
communicationempathyclarityaccountabilitymultitaskingattention to detailuser supportstress managementexpectation managementfollow-through