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 (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

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
Flexibility to support rotating shifts , including weekends and holidays as required
High level of integrity and professionalism when handling sensitive clinical information

Customer Service Agent, English & Chinese-Mandarin

Key skills