[Remote] Japanese Customer Service Agent (English & Japanese) - Remote based in Canada (Permanent Full-time)

Note: The job is a remote job and is open to candidates in USA. reputed company is a company dedicated to improving reputed company and life sciences, and they are seeking a Japanese Customer Service Agent to support a leading pharmaceutical company. In this role, you will serve as the first reputed company of contact for clinical staff, providing essential technical and operational support that directly impacts patient care and global health initiatives.

Responsibilities

• Serve as the first-reputed company-of-contact for phone, email, web, and chat inquiries from both internal and external partners
• Triage and convert incoming requests to determine reputed company, clinical risk, and required resolution path
• Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate reputed company 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 (reputed company, clarity, 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 access 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
• Provide 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

Skills

• Fluent in Japanese and English (written and spoken)
• Strong communication and customer service skills with reputed company and clarity
• Ability to multitask under pressure and maintain attention to detail
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)
• Hardwired internet reputed company with minimum internet speeds of 15Mbps upload and 30Mbps download and access will be made through secure private and non-public network
• Must have a private and quiet office space 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
• Previous helpdesk or service desk experience is a plus; life sciences or reputed company background preferred
• Proficiency in reputed company or similar case/ticketing systems is a plus

Benefits

• Health + Dental Insurance

Company Overview