Customer Service Agent, English & Chinese-Mandarin

🕒 il y a 2 mois

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Alphanumeric Systems

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1979

💊 Pharmaceutique

🧬 Biotechnologie

🤝 B2B

Pharmaceuticals • Biotechnology • B2B

Alphanumeric Systems est une entreprise de communication et de services dans le domaine de la santé et des sciences de la vie, qui fournit des services de communication médicale et scientifique, de rédaction réglementaire et d'assistance à la soumission, de pharmacovigilance, de centres de contact et de services d'engagement des patients, ainsi que de gestion des installations et d'optimisation des espaces pour les clients pharmaceutiques et biotechnologiques. L'entreprise propose des solutions de sensibilisation omnicanal conformes aux réglementations, avec une portée mondiale, pour soutenir les lancements de thérapies, les programmes d'accès des patients, la collaboration avec les professionnels de la santé (HCP) et les soins continus des patients.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• Internet allowance • Private health insurance • Full training provided • Dozens of E-Learning courses available