Customer Service Rep

Summary

Provides front line support to ICON Firecrest customers by providing product and service information; resolving product and service problems.

Job responsibilities:Answer customer calls and emails promptly, professionally, efficiently and accurately - drive positive customer interactions & outcomesAccurately input data to the business management systemsEnsure maintenance and filing of records and administration pertaining to customer related documentationRecord and complete paperwork, such as customer complaints as per procedureProduce Ad Hoc Reports where required for both internal and external useComplete support to the Account Executive and Project Management teams as requiredPrioritize incoming work to the Customer Service department, escalate urgent issues to the Customer Service Manager in a timely fashionProvide administrative support to the management team and other departments where requiredComplete all other duties and projects that may arise from time to time as requestedTrain additional Customer Service support staff as requiredReview established procedures and provide feedback for potential process improvement where required

Experience/Skills required:Excellent administration skillsExcellent communication skillsExcellent working knowledge of MS Office (Word, Excel, Power Point)Ability to deal effectively in all business relationships while projecting a positive image of the companyAbility to maintain confidentialityAbility to prioritise and manage multiple tasks simultaneously while meeting multiple deadlinesStrong organizational skillsAbility to work under pressure, and within deadlines that may require extended working hoursCapable of working independently yet as part of a teamApproachable personality with professional customer/service focusStrong interpersonal skillsSolution orientatedDisplays 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 desirableExperience in Technical Customer Service is highly desirableExperience with customer related software packages desirableCompletion of further customer service related qualifications/courses viewed favourable