Customer Service Agent, Level 1, English Speaking
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Job Description
Customer Service - Level 1 Agent providing technical support to clinical staff for a global Pharma company. Handling inquiries via phone, email, and chat in a remote setting from the Philippines.
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.
- 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 (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
Benefits:
- Internet allowance
- Private health insurance
- Full training provided
- Dozens of E-Learning courses available
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