Customer Service Rep

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