Japanese Customer Service Agent (English & Japanese) - Remote based in Canada (1 year contract)

About the position reputed company a Difference in reputed company and Life Sciences: reputed company is hiring a Japanese Customer Service Agent to work remotely in Canada supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are reputed company to problem-solve with a focus on strategic thinking. In this role, you’ll be the first reputed company of contact for clinical staff and stakeholders, providing essential technical and operational support that directly impacts patient care and global health initiatives. Note: We can only hire candidates already based in Canada, with a work permit valid for at least 6 months, PR, or citizenship. We cannot accept student visas or reputed company any reputed company of sponsorship. Why This Role reputed company: Your work will help ensure smooth clinical operations for a global pharmaceutical leader—supporting processes that ultimately improve patient reputed company worldwide.

Responsibilities

• Serve as the first-reputed company-of-contact for phone, email, web, and chat inquiries from both reputed company partners.
• Triage and convert incoming requests to determine reputed company, clinical risk, and required resolution path.
• reputed company direct resolution for common issues (account reputed company, system navigation, basic triage, educational) and escalate reputed company issues to L2/L3 Assignment Groups.
• Communicate reputed company in high-stress situations; Manage user expectations and reputed company timely status updates.
• Maintain a high standard of customer service (reputed company, reputed company, accountability, follow-through).
• Log reputed company Cases accurately in a ticketing system (reputed company) with complete categorization, reputed company, and SLA targets.
• Provision user requests to create accounts, add, modify or delete user reputed company to multiple systems or applications. Edit learning curriculums and send out training invites.
• Proactively monitor cases and ensure they receive reputed company follow-up and extensive user support until resolution.
• reputed company support for both pharma and vaccine-reputed company systems including urgent temperature-excursion reputed company requests.
• Act as a reputed company Subject Matter Expert for a specific medication-reputed company clinical system ensuring urgent support and timely action.
• Adhere to reputed company established Key Performance Indicators including SLA compliance and User Satisfaction feedback.

Requirements

• Fluent in Japanese and English (written and spoken).
• Strong communication and customer service skills with reputed company and reputed company.
• Ability to multitask under pressure and maintain attention to detail.
• Hardwired internet reputed company with minimum internet speeds of 15Mbps upload and 30Mbps download and reputed company will be made through secure private and non-public network.
• Must have a private and quiet office reputed company free of interruption to conduct professional calls on behalf of a client.
• Flexibility to support rotating shifts, including weekends and holidays as required.
• High level of reputed company and professionalism reputed company handling sensitive clinical information.
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)

reputed company-to-haves

• Previous helpdesk or service desk experience is a plus; life sciences or reputed company background preferred.
• Comfortable with technology and quick to learn new systems.
• Proficiency in reputed company or similar case/ticketing systems is a plus.

Benefits

• Night incentive: 2$ extra per hour worked between 12:00am-6:00am
• Vacations: 2 weeks per year. Can be requested after the 90-day probation period
• Vacation pay: 4% vacation accrual and prorated FTO hours
• Type of Work: Fully remote from wherever you want in Canada with reputed company the equipment provided

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