Japanese Customer Service Agent (English & Japanese) - Remote based in Canada (1 year contract)

About the position Make a Difference in Healthcare and Life Sciences: Alphanumeric is hiring a Japanese Customer Service Agent to work remotely in Canada supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. In this role, you’ll be the first point 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 only hire candidates already based in Canada, with a work permit valid for at least 6 months, PR, or citizenship. We cannot accept student visas or provide any kind of sponsorship. Why This Role Matters: Your work will help ensure smooth clinical operations for a global pharmaceutical leader—supporting processes that ultimately improve patient outcomes worldwide.

Responsibilities

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners.
• 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.

Requirements

• Fluent in Japanese and English (written and spoken).
• Strong communication and customer service skills with empathy and clarity.
• Ability to multitask under pressure and maintain attention to detail.
• Hardwired internet connection 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 integrity and professionalism when handling sensitive clinical information.
• Mandatory to be based in Canada with valid documentation (PR or valid Work Permit + valid SIN)

Nice-to-haves

• 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.

Benefits

• Night incentive: 2$ extra per hour worked between 12:00am-6:00am
• Vacations: 2 weeks per year. Can be requested after the 90-day probation period
• Vacation pay: 4% vacation accrual and prorated FTO hours
• Type of Work: Fully remote from wherever you want in Canada with all the equipment provided

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