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

Overview

An overview paragraph about the job

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 and manage user expectations.
• Maintain a high standard of customer service.
• Log all Cases accurately in a ticketing system (ServiceNow).
• Provision user requests and maintain user support until resolution.
• Provide support for pharma and vaccine-related systems.
• Act as a frontline Subject Matter Expert for clinical systems.
• Adhere to all 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 is a plus.
• Comfortable with technology and quick to learn new systems.
• Proficiency in ServiceNow or similar systems is a plus.
• Hardwired internet connection with minimum speeds required.
• Must have a private and quiet office space.
• Flexibility to support rotating shifts, including weekends.
• High level of integrity and professionalism.

Benefits

• Fully remote position.
• Type of contract: permanent.
• Flexible schedule, 40h per week.
• Internet allowance.
• Private health insurance.
• Full training provided.