Customer Service Rep

Customer Service Representative – 6 Month FTC

Location: Castletroy, Limerick

Firecrest, an award winning division of ICON Plc, is currently seeking to recruit a Customer Service Representative to join the team on a 6 month fixed term contract.

As Customer Service Representative, you will join a vibrant team of 10 who provide ICON and Firecrest’s customers, who are some of the world’s leading drug and medical device organisations, with first class customer support.

The Role:

• Accurately input data to the business management systems
• Ensure all customer help requests are followed up and closed out
• Monitor all ticket queues to ensure KPI’s are on track
• Escalate all issues outside of KPI’s
• Support Client Management and Project Management teams as required
• Escalate all system issues in a timely manner
• Provide feedback to the team in relation to new issues and solutions

The Candidate:

• Relevant Customer Service experience, previous experience in call management is desirable
• Excellent administration and communication skills
• Strong organizational skills
• Ability to deal effectively in all business relationships while projecting a positive image of the company
• Ability to priorities and manage multiple tasks simultaneously while meeting multiple deadlines
• Capable of working independently yet as part of a team
• Approachable personality with professional customer/service focus
• Strong interpersonal skills
• Solution orientated and an ability to learn and hold information
• Displays a strong desire to be accountable and responsible within the role, both individually and as part of the team

Benefits of Working in ICON

ICON enjoys a strong reputation for quality and is focused on staff development.  We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career.  We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart.  

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage. We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.