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Customer Service Rep
ICON Public Limited Corporation
Office Based, Mexico City
Customer Service Rep
Location: Mexico (Home-based or Office based)
Working Hours: Mon - Fri 9am - 17:30pm and covering night some shifts during vacation periods from 11:30am - 20:00pm.
Summary
Provides front line support to ICON Firecrest customers by providing product and service information; resolving product and service problems.
Provide support in creating accounts in FIRECREST post go live of sponsor specific studies , management accounts, maintenance and updates, trouble shoot and complete level one triage for technical queries.
Job responsibilities:
- Answer customer calls and emails promptly, professionally, efficiently and accurately – drive positive customer interactions & outcomes
- Accurately input data to the business management systems
- Ensure maintenance and filing of records and administration pertaining to customer related documentation
- Record and complete paperwork, such as customer complaints as per procedure
- Produce Ad Hoc Reports where required for both internal and external use
- Complete support to the Account Executive and Project Management teams as required
- Prioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashion
- Provide administrative support to the management team and other departments where required
- Complete all other duties and projects that may arise from time to time as requested
- Train additional Customer Service support staff as required
- Review established procedures and provide feedback for potential process improvement where required
- Manage Case Tickets in Salesforce and support Call Center activities
- Working Mon - Fri 9am - 17:30pm and covering night shift during vacation periods from 11:30am - 20:00pm.
Experience/Skills required:
- Excellent administration skills
- Excellent communication skills
- Excellent working knowledge of MS Office (Word, Excel, Power Point)
- Ability to deal effectively in all business relationships while projecting a positive image of the company
- Ability to maintain confidentiality
- Ability to prioritise and manage multiple tasks simultaneously while meeting multiple deadlines
- Strong organizational skills
- Ability to work under pressure, and within deadlines that may require extended working hours
- Capable of working independently yet as part of a team
- Approachable personality with professional customer/service focus
- Strong interpersonal skills
- Solution orientated
- Displays a strong desire to be accountable and responsible within the role, both individually and as part of the team
Education requirements:
- Relevant Customer Service experience, previous experience in call management is desirable
- Experience in Technical Customer Service is highly desirable
- Experience with customer related software packages desirable
- Completion of further customer service related qualifications/courses viewed favourable
Job posted: 2023-03-15