Customer Service - Level 1 Agent (English & Chinese-Mandarin) - Remote

Overview

Alphanumeric is hiring a Customer Service - Level 1 Agent (English & Chinese-Mandarin speaking) to work supporting one of the biggest Pharma companies in the world. This role involves providing essential technical and operational support that directly impacts patient care and global health initiatives.

In Short

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries.
• Triage and convert incoming requests to determine priority and required resolution path.
• Provide direct resolution for common issues and escalate complex issues.
• Communicate clearly in high-stress situations.
• Maintain a high standard of customer service.
• Log all Cases accurately in a ticketing system (ServiceNow).
• Provision user requests and edit learning curriculums.
• Proactively monitor cases and ensure continuous follow-up.
• Provide support for pharma and vaccine-related systems.
• Adhere to established Key Performance Indicators.

Requirements

• Fluent in English and Chinese-Mandarin (written and spoken).
• Strong communication and customer service skills.
• Ability to multitask under pressure.
• Previous helpdesk or service desk experience preferred.
• Comfortable with technology and quick to learn new systems.
• Proficiency in ServiceNow or similar systems is a plus.
• Must have a private and quiet office space.
• Flexibility to support rotating shifts.
• High level of integrity and professionalism.

Benefits

• Fully remote position from anywhere in India.
• Permanent contract.
• Flexible schedule, 40 hours per week.
• Internet allowance.
• Private health insurance.
• Full training provided.
• Access to E-Learning courses.