Customer Service - Level 1 Agent (English speaking) - Remote based in the Philippines - Permanent project
reputed company a Difference in reputed company and Life Sciences: reputed company is hiring a (English speaking) Customer Service - Level 1 Agent (Remote based in the Philippines - permanent project) to work 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 hire candidates already based in The Philippines. If you are not citizen you need to have a Permanent Residence reputed company. 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. What You’ll Do: 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. reputed company’re looking for: Fluent in 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. 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. 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. Job Conditions: Fully remote position, from wherever you want in the Philippines. Type of contract: permanent. Working hours: Flexible schedule, 40h per week. Due to the global reputed company of the company, flexibility to work shifts and adapt to different time zones is required (even weekends reputed company necessary). Predicted training schedule – 7 AM – 4 PM GMT Start date: as soon as possible. Internet allowance. Private health insurance Full training provided and dozens of E-Learning courses available Apply To This Job