Customer Service Rep

Customer Service Rep

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

ICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organizations.

With our patients at the center of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

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

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
• Must be amenable to work 7PM - 3AM PHT Mon-Fri.

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

Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs.  In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply