Customer Service - Level 1 Agent (English speaking) - Remote based in the Philippines - Permanent project
Remote · Philippines
Job Summary
Remote Customer Service - Level 1 Agent supporting one of the world’s largest Pharma companies. Serve as the first point of contact for clinical staff and stakeholders via phone, email, web, and chat; triage requests, provide direct resolution for common issues, and escalate complex ones to L2/L3. Maintain high-quality customer service, log cases in ServiceNow, manage user access requests, and ensure SLA adherence. Requires fluent English, strong communication, ability to multitask under pressure, and a private, quiet home office with a reliable internet connection. Fully remote from the Philippines with a permanent contract, 40 hours/week, flexible shifts including weekends/holidays; training provided and internet allowance. Desirable knowledge of ServiceNow and healthcare/Life Sciences background.
Required Qualifications
- Fluent in English (written and spoken)
- Strong communication and customer service skills
- Ability to multitask under pressure
- Private, quiet office space for professional calls
- Stable internet connection with adequate speeds (minimum speeds specified in description)
- Experience with service desks/helpdesk environments is a plus
- Willingness to work rotating shifts, including weekends and holidays
- Ability to learn new systems quickly and use ticketing systems (ServiceNow or similar)
Additional Requirements
- Applicants must be based in the Philippines
- If not a Filipino citizen, must have Permanent Residence Visa
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