ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre 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 assistance to internal and external clients through receipt of email and telephone inquiries. This position is the first point of contact with clients and works to ensure quality, efficiency and improved profitability. Calls may be monitored and or recorded for quality and training purposes.
What you do?
- As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
- Provides new and existing customers with the best possible service in relation to inquiries, suggestions and requests
- Resolves customer inquiries and requests appropriately and efficiently
- Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
- Travel (approximately 0%) domestic and/or international.
- Assists system users contacting the ICON HelpDesk*
- Assists in maintaining project files*
- Resolves system user issues according to study specific guidelines*
- Provides support to project teams as needed*
- Performs data entry and data loading tasks*
- Other responsibilities may be assigned as required
What you need?
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- EU/APAC- prior relevant experience working in a call center or customer service position
- US/LATAM/CAN- minimum of six months of customer service/call center experience
- Ability to work within a team environment
- Ability to successfully manage multiple tasks and timelines.
- Ability to liaise professionally with clients and system users.
- Foreign language skills desirable
- Willing to work a variety of hours/days, holidays and weekends, as needed.
- An alternative combination of experience, education and training determined by management to be equivalent to the foregoing
Benefits of Working in ICON:
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.
