Customer Service Level 1 Agent (English) – Remote (Philippines)

About the role

We are looking for an English‑speaking Customer Service Level 1 Agent to join a remote team supporting a global pharmaceutical company. The role is based in the Philippines and focuses on providing first‑line technical and operational assistance to clinical staff and other stakeholders, helping to ensure smooth clinical operations and better patient outcomes.

Key responsibilities

• Serve as the first point of contact via phone, email, web chat and ticketing system for internal and external users.
• Triage incoming requests, assess priority and clinical risk, and resolve common issues such as account access and system navigation.
• Escalate complex cases to Level 2/Level 3 groups and log all interactions accurately in ServiceNow with proper categorisation and SLA targets.
• Provision and modify user access to multiple applications, send training invitations and edit learning curricula.
• Monitor cases proactively, provide continuous follow‑up and ensure resolution within agreed timelines.
• Support pharma and vaccine‑related systems, including urgent temperature‑excursion requests, acting as a subject‑matter expert for medication‑related clinical tools.

Required profile

• Fluent in written and spoken English.
• Strong communication and customer‑service orientation with the ability to work under pressure.
• Attention to detail and ability to multitask.
• Previous help‑desk or service‑desk experience preferred; background in life sciences or healthcare is a plus.
• Permanent residence in the Philippines (or Philippine citizenship) and a reliable hard‑wired internet connection.

Required skills

• ServiceNow (or similar ticketing system) – preferred.

What we offer

• Full‑time permanent remote position.
• Opportunity to contribute to global health initiatives.